Case Study: Rabobank boosts sales and improves customer experience with PA Consulting

Using artificial intelligence to recognise customers and increase sales

Rabobank, a Dutch multinational bank and financial services company, needed a better sales process to stay competitive in the crowded Dutch mortgage market. Working with PA Consulting, the bank sought to ensure that customers who started an enquiry would go on to complete their application, despite inconsistent data across its branch, call centre, and website channels.

PA Consulting linked Rabobank’s separate data sources and used AI-driven matching software to identify customers even when their details were recorded differently. The solution flagged stalled applications so sales staff could follow up quickly, giving Rabobank a clear view of the customer journey, streamlining the sales process, and improving customer experience; the approach was later extended to more than 25 products.

Rabobank

Willem Oudijk

Manager Sales & Distribution