RBC CART Customer Profile
Client Action and Request Tool (CART)
Royal Bank of Canada's Client Action and Request Tool (CART) improves the efficiency of the bank's inquiry management processes. Client requests arrive in RBC’s service centres through multiple channels, including phone, branch, fax, email, and mail. Within RBC's Canadian Operations, requests are sent in from staff in eight different geographic regions to 14 different service fulfillment groups. Each group uses different systems and processes to manage their work. Using Pega SmartBPM, RBC created a single system across channels and lines of business which would serve as the backbone for resolving client inquiries.
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