About the project

Raiffeisen Bank is a leading corporate and investment bank in Central and Eastern Europe. Services include leasing, asset management and M&A. The video advisory system was a requirements to better customer service & quality. Raiffeisen was purchased in 2019 by BNP Paribas and operates as part of the BNP Paribas portfolio.

Raiffeisen Polbank

Name of client

Financial Services

Industry

47,000

Number of employees

4,08 billion EUR

Income

Requirements

Raiffeisen Polbank required a video software solution which would not require extensive training of staff or difficulty for customers to access and use the video banking service. The solution needed to be WebRTC enabled, allow for easy scheduling of sessions between agents and customers and allow for collaboration activities such as screen-share, co-browsing & document sharing. The solution needed to be hosted on-premise at Raiffeisen Polbank’s server location and an exclusive SLA was required.

Implementation

Firstly, the solution was developed by another provider which did not meet Raiffeisen’s expectations. After the initial failure by the original provider, Raiffeisen Polbank reached out to us and we developed & delivered a working solution. Initially, Video In Person helped Raiffeisen Polbank to develop a project flow, structure and requirements upon which the development would be based. Multiple meetings between Project Managers and representatives of Raiffeisen led to the final solution design. After delivery Video In Person continued the SLA of the solution with regular upgrades with new features.

Solution

A stand-alone video advisory system where bank employees can video call with exclusive bank customers and offer them real-time advise on their wealth management assets and portfolios. The solution allowed for scheduling of a video meeting according to schedules of the employee and customer. Initially deployed for exclusive bank customers the service was expanded to include other levels of customers.

Results

The project was such a success that Raiffeisen started to downscale a number of bank branches since they could assist and help customers remotely via the video system. The solution was upgraded to include more customers and more bank employees. The solution was further introduced to Raiffeisen’s Czech Republic franchise.

Most important features used in this project

Icon monitor

Video

Scheduled, ad-hoc or inbound video calling allows you to utilize the power of digital face-to-face interaction according to your needs

Schedule video sessions

Schedule video sessions for a specific date and time with specific participants.

Screen-share

Share your screen for better collaboration and engagement.

Collaborate

Share screens, co-browse, annotate on screen during live video and many more

Co-browsing

Together with clients co-browse and view documents, websites or other materials.

Documentation

Scan documents, sign documents or co-browse documents together for a fully collaborative experience.