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RBS Mortgages
Case Study

See how Vizolution helped RBS implement the UK’s first
paperless mortgage process

RBS
Case Study

See how Vizolution helped RBS deliver the UK’s first paperless mortgage

In order to increase customer satisfaction and reduce journey times, RBS set out a radical plan to eliminate paper, postal delays and unnecessary branch visits from journeys.

As part of their vision to ‘serve customers well’, RBS conducted a thorough examination of their telephony mortgage application processes, and found:

An average application involved 66 sheets of paper, 4 instances of post and at least 1 visit to a branch.

Several significant pain points were identified and found to be inflating costs, lengthening journeys and causing customer frustration.

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RBS partnered with Vizolution to transform their telephony mortgage journey. Branded ‘DigiDocs’, the new journey used a combination of Vizolution’s vScreen and vDoc solutions.

Journeys were transformed in 3 ways:

Customers could upload, download and electronically sign documents without the need for paper, and mail delays were eliminated due to digital document exchange.

Agents were able to visually display information on the customer’s screen during the advice session, making it easier for customers to understand.

Branch visits were not required as customers could upload a photo of their identification, which was verified by Experian.

Customer sent
invitation to the
DigiDocs Portal.

Customer uploads required
documents via DigiDocs in
advance of advice session.

Agents use vScreen to hold
remote advice session and
highlight key information.

Further communication
with customer delivered
digitally via DigiDocs.

Funds transferred
to customer.

The Impact

The Impact

Awards for this project

Awards for this project

Download the full RBS
Mortgages Case Study

Discover how we helped RBS deliver the UK’s first paperless mortgage.

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