Case Study: Rabobank achieves 1,000,000+ chat interactions and 90% customer satisfaction with Genesys omnichannel platform

Rabobank passes one-million chat interactions milestone while using the power of mobile banking

Rabobank, a Dutch cooperative with more than 100 local Rabobanks, faced a rapid shift to mobile-first banking as branch visits declined and customers—especially millennials—moved to smartphones. The bank’s challenge was to digitize and unify customer touchpoints while preserving its local, personal service, reducing costs, and improving the overall customer experience.

Partnering with Genesys, Rabobank deployed an omnichannel platform (voice, web, chat, mobile, IVR and video) with context-aware routing and in-app contact so customers connect with the best local or central agent. Agents can multitask across chats and escalate to video when needed; the approach has driven more than one million chat interactions and satisfaction scores that regularly exceed 90%, while keeping service personalized and locally rooted.

Rabobank

Henry van Veldhuizen

Unified Communications Product Manager