Case Study: BMO Financial Group achieves high-touch, personalized customer engagement at scale with Adobe Connect (Adobe)

Financial services group uses Adobe Connect to deliver a high- touch customer experience

BMO Financial Group, a Toronto‑based bank serving more than 11 million customers, needed to scale its high‑touch, personalized customer service while reducing travel and improving employee productivity. The challenge was to increase the frequency and quality of client meetings and training, streamline content development, and enable more customer interactions without pulling staff away from daily duties.

BMO implemented Adobe Connect (with Adobe Flash, Captivate, and Presenter) to deliver live and on‑demand webinars and web meetings using persistent rooms, rich media, and real‑time feedback. The solution enabled about 75% of more than 250 annual events to go online, reach hundreds (up to ~200) participants, save roughly $1,200 in travel per employee trip, shorten meeting prep time, and improve client engagement through interactive, data‑driven content updates.

BMO Financial Group

Ted Schneider

Senior Manager of e-solutions services, Bank of Montreal Financial Group