Case Study: RBS Achieves a Paperless Mortgage Experience with Vizolution

RBS - Customer Case Study

RBS, one of the UK’s leading banks, wanted to improve its mortgage application journey after identifying major pain points in its telephony process: high paper usage, postal delays, multiple branch visits, and customer frustration. The bank partnered with Vizolution to create a more efficient, customer-friendly experience for mortgage applicants.

Vizolution implemented “DigiDocs” using its vScreen and vDoc solutions, enabling customers to upload, download, and electronically sign documents, while agents could guide them visually through the advice session. The result was a fully paperless mortgage process that removed branch visits, saved an average of 11 days, cut paper use by 100% and more than 7 million documents per year, and improved offer turnaround and satisfaction, with NPS rising from 53 to 79.

RBS

Ian McLaughlin

Managing Director