News

RBS concentrating on customer experience

November 25, 2013

The Royal Bank of Scotland this year announced its intention to provide an improved customer experience, even as it closes approximately 10 percent of its branch facilities. And the FI is putting its money where its mouth is with significant investment in customer convenience-enhancing technologies.

RBS has called upon NCR Corp. teams, especially those in the company's Dundee Centre of Excellence, to provide advanced NCR SelfServ ATMs across the U.K. that will meet customers' banking needs in new and more convenient ways.

NCR will install more than 2,000 NCR SelfServ ATMs over the next three years, including a large percentage that will offer cash and check deposit alongside traditional cash withdrawal capabilities.

In a news release, NCR said that this approach will allow branch staff to spend more time serving customers and less time dealing with cash, checks and coins.

"[W]e need to prepare for a future based on being there for our customers on their terms," said RBS CEO Ross McEwan. "Working closely with NCR's Centre of Excellence in Dundee, our Edinburgh-based technology team will deliver state-of-the-art equipment to convenient locations for our customers the length and breadth of the U.K."

"The [financial] industry is in the midst of a transformation," said Andy Heyman, SVP of NCR Financial Services. "Many of our customers large and small launched significant programs over the last 18 months, including RBS. ... We are pleased to be working with them on delivering convenient services for their customers, as they seek to transform their business, provide their customers with a great experience, and grow their brand."

Read more about manufacturers.