Vizolution, in partnership with RBS, were winners at last night’s prestigious UK Customer Satisfaction Awards, picking up the trophy for Customer Satisfaction Innovation of the Year!
Organised by the Institute of Customer Service, a leading source of consumer insights in the UK, the awards showcase organisations who have excelled within the field of customer service.
The award was given for our collaborative work in creating the UK’s first ever completely paperless end-to-end mortgage application process, seeing off stiff competition from HM Passport Office, Lloyds Bank International and Rentokil Initial among others.
This was the second year in a row that Vizolution has won the award, having received it in 2018 in recognition of our partnership with O2 and Capita.
Utilising Vizolution’s transformative vScreen and vDoc technology, RBS’s DigiDocs platform, which is used by customers to complete their paperless mortgage processes, has been successful across all targets. KPI improvements include 79 NPS for Q1 2018; an average saving of 11 days per customer journey; and a 100% decrease in paper, resulting in over 7 million pieces of paper saved per year.
Bill Safran, CEO of Vizolution said: “Collecting our first award of the year at the UK Customer Satisfaction Awards is very rewarding. To receive accolades that recognise the hard work we do, and the value we bring to our customers is also incredibly satisfying.”
Ian McLaughlin, Managing Director, Home Buying and Ownership at Royal Bank of Scotland said: “Partnering with Vizolution, from concept to deployment, has worked exceptionally well. It’s very gratifying to receive this industry recognition to add to the feedback from customers and advisers, which has been overwhelmingly positive.”
Now in its ninth year, the UK Customer Satisfaction Awards celebrates UK customer service achievements across the public, private and voluntary sectors. Run by The Institute of Customer Service, the awards have been created to showcase those organisations who genuinely place customers at the heart of their business strategy and build a sustainable culture of customer service within their organisation.
Learn more about the RBS paperless mortgage application journey below: