Case Study: National Bank of Canada achieves seamless advisor connections and 3,000+ daily bookings with Engageware

National Bank of Canada discovers a more efficient way to address customer needs

National Bank of Canada, a leading Canadian financial institution, faced a persistent customer-service gap: call-center referrals to Advisors required customers to hang up and call branches separately because there was no direct scheduling integration with Advisors’ calendars. This disconnect hurt the customer experience, limited appointment volumes, and made it difficult for Advisors to prepare for meetings.

The Bank implemented Engageware Scheduler for Enterprise, which integrated with its systems (including SAP) to enable direct, real-time appointment scheduling and capture interactions. The result was higher customer satisfaction, better-matched bookings and Advisor preparedness, and more than 3,000 appointments booked daily; the Bank is now expanding the solution to improve in-branch, on‑premises experiences.

National Bank of Canada

Patrick Gaboury

Manager of CRM