The Rizal Commercial Banking Corp. (RCBC) is seen completing an upgrade program converting 118 branches to the new branch of today (BOT) format.
RCBC’s Branch Services Support head Richard Peralta said the branch upgrade is an integral part of the bank’s digital transformation strategy aimed at simplifying and making banking easier and more convenient. RCBC has a network of 440 branches.
Its commitment to deliver the best customer experience is reflected in the BOT project, which blends its physical and digital banking services in transactions becoming increasingly self-service through a mobile portal integral to RCBC’s core systems. As a result, clients experience a faster and easier banking journey.
RCBC adopted enhancements in its end-to-end digital channels ensuring a smooth omni-channel flow across touch points. These include designing the digital portal for optimal UX (User Experience), faster and painless processes with RPA (robotic process automation) without losing the bank’s unique brand of personalized service.
Peralta said the BOT initiative is pivotal in providing a superior omnichannel experience.
“By leveraging cutting-edge technology and customer insights/feedback, we are not only modernizing our branches but also enhancing the overall customer journey. BOT represents a paradigm shift in how we approach banking where customers can seamlessly transition between digital and physical channels and expect the same level of service and convenience across all touchpoints,” Peralta said.
RCBC also invested heavily in training its branch personnel to ensure the in-branch banking experience matches, if not exceeds, the exceptional quality of services customers have come to expect from the bank’s award-winning digital apps.
Peralta said RCBC’s branch staff are equipped with the knowledge and skills necessary to provide personalized assistance and guidance to customers across a wide range of transactions and customer journeys.
“Our personnel are there to help customers make their way through various transactions and customer journeys,” he said.
