Raiffeisen

Raiffeisen Bank, a leader in corporate and investment banking across Central and Eastern Europe, sought to enhance customer service with a cutting-edge video advisory solution. Specializing in services like leasing, asset management, and M&A, the bank needed an innovative way to deliver personalized assistance while optimizing operational efficiency.

The Challenge: Simplifying Video Banking for All

Raiffeisen Polbank required a video banking solution that was user-friendly for both staff and customers. Key requirements included:

• Seamless WebRTC integration for real-time video communication.
• Easy scheduling of video sessions between agents and customers.
• Collaborative tools like screen sharing, co-browsing, and document sharing for an enhanced advisory experience.
• On-premise hosting to meet strict data security standards.
• A dedicated SLA (Service Level Agreement) with ongoing support and upgrades.

Before engaging us, the project had stalled with a previous provider who failed to meet expectations.

Our Approach: Rebuilding Trust with a Tailored Solution

After stepping in, we conducted multiple strategy sessions with Raiffeisen’s project managers to define the project flow, structure, and technical requirements. This collaborative process laid the foundation for a custom video advisory solution designed to meet their unique needs.

The system was designed to be intuitive, minimizing training time for bank employees and ensuring a smooth experience for customers. Every detail—from scheduling tools to data security protocols—was meticulously planned and executed.

The Solution: A Stand-Alone Video Advisory System

We delivered a robust, on-premise video customer service platform that empowered Raiffeisen employees to connect with customers remotely. Key features included:

• Real-time video calls for personalized advisory sessions on wealth management and investment portfolios.
• Easy-to-use scheduling tools that matched availability between agents and customers.
• Secure collaboration capabilities, including screen sharing and document sharing.
• Scalable functionality to serve exclusive clients initially, with the flexibility to expand to broader customer segments.

Results: Transforming the Way Raiffeisen Does Business

The success of the video communication system was transformative:

• Raiffeisen Bank was able to downscale physical branches, reducing costs while maintaining high-quality customer service.
• The service, initially for exclusive clients, was expanded to include a broader customer base and more bank employees.
• The solution was so effective it was rolled out to Raiffeisen’s Czech Republic franchise, solidifying its reputation as an innovator in video banking.

Empowering the Future of Banking with Video Advisory Solutions

By implementing this video advisory solution, Raiffeisen Bank has demonstrated how video communication can drive operational efficiency and enhance customer experiences. With features like scheduling flexibility, real-time collaboration, and secure hosting, the solution delivers unparalleled convenience and service quality.

Why Video Banking is the Future

For banks looking to stay competitive, video banking offers a scalable, customer-focused way to provide advisory services. Whether assisting high-net-worth clients or serving everyday customers, this technology bridges the gap between traditional in-person interactions and modern convenience.