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Messaging helps convert more enquiries into sales

RBS group is a large international banking and financial services company, with headquarters in Edinburgh and more than 2,000 branches in the UK. It has around 33 million customers globally, of which 24 million are based in the UK.

Increase in loans +10%

"Telefonica (O2 is Telefonica commercial brand) has created a messaging platform that enables us to deliver communications to customers from one central hub, in-house. We can also deliver bespoke marketing and service-related campaigns to customers" Miles Hillier, Sales Fulfilment Lead for Digital Channels in RBS's Retail bank

Simplifying processes for customers

Challenge

  • Millions of customers visit the RBS website on a weekly basis. A significant number apply for products such as loans, mortgages, credit cards or savings accounts, but can be put off by the application process.

Solution

  • Outbound messaging services

Results

  • A 10% increase in the number of loans
  • Customers are served faster
  • More satisfied customers

Improving conversion rates

Across the banking industry, people often change their mind after beginning an application for a loan because they are put off by the cumbersome process.

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