RBS in £700m visibility overhaul

Monday 18th March, 2013

The Royal Bank of Scotland has announced that it plans to spend £700m on an overhaul of its branches between now and 2016. The bank says the money will be spent on branch refurbishments, faster account opening and simplified mortgage processing.The intention is to also introduce a better complaints handling system and consolidate customer data with analytics to improve overall visibility.

 


The bank says there'll be a strong emphasis on the automation of routine transactions including a continued expansion of its digital business, describing online and mobile as "key distribution channels". Over the past year, the bank has seen online sales rise by 25%, with active online banking customers up 11% to 5.2 million. Mobile banking transactions has doubled to two million by the end of 2012, with the useage more than twice that of weekly online banking transactions.