The Royal Bank of Scotland Wrangled Unstructured Web Chat Data at Scale

CASE STUDY

Company: The Royal Bank of Scotland wrangled The Royal Bank of Scotland unstructured web chat data at scale to Industry: Banking improve its customer service Use Case: Customer 360 The Company Headquarters: Edinburgh, Scotland The Royal Bank of Scotland is an international banking and financial services company with over 30 million customers and 700 retail branches. Size: 141,000 employees Headquartered in Edinburgh, The Royal Bank of Scotland is primarily UK-based, but supports its customers’ access to international markets. The Royal Bank of URL: www.rbs.com Scotland was founded in 1727 and is one of the oldest banks in the UK. Trifacta Solution: On its website, The Royal Bank of Scotland makes its mission clear: Trifacta Wrangler Enterprise

In the matter of a couple of hours, we We have a single, simple purpose—to serve our customers well. managed to replicate what took me This is at the core of our ambition to build a bank known for its weeks to do without Trifacta” consistent, high-quality customer service. GUY NICHOLSON Senior Analytics Manager

In order to have a visual interaction Data Challenges with highly unstructured data, you’d To improve customer service, The Royal Bank of Scotland faced a challenging have to be a person with thirty years task. They have upwards of 250,000 web chat conversations with customers of experience in data transformation technology. Trifacta data wrangling each month. How do they ensure consistency of customer experiences, gives you that kind of a view on the wherever and whenever customers choose to bank with them? problems out of the box. … It’s not only The answer lies in the data, but before adopting Trifacta, the web chat team that it has increased productivity, it’s that we are now addressing things that at The Royal Bank of Scotland simply couldn’t keep pace with the scale of we wouldn’t even do before because incoming information—on average, they could only review 200 web chats per it would just take too long. I can’t put month. This gave them a basic understanding of customer pain-points, but a value on how much it has improved didn’t provide insight into how The Royal Bank of Scotland could better serve how I work!” their customers. The team was unable to make intelligent decisions about their SPYROS MARKETOS customer service based upon these severely-skewed samples. As an institution Data Scientist with millions of customers, each with varying levels of service and product needs, this is absolutely essential. We wanted to build an in-house capability that was scalable and For The Royal Bank of Scotland, investing in big data was not just about reusable. … In terms of a measure of productivity, it was a strategic move to address larger questions about its success, we achieved exactly what we customer service from all angles. wanted to do. It was easier than we thought, which was great.”

STEPHEN GEORGESON Analytics Manager

© 2016 Trifacta Inc. All rights reserved. www.trifacta.com Benefits Summary: The Solution • Increased the amount of monthly “We first metT rifacta through our Innovations Team on the ground in Silicon wrangled web chat data by 10,000% Valley, and were impressed from the outset with their ability to quickly derive • Shifted the focus of staff training value from diverse, unstructured data sets,” said Christian Nelissen, head of data to focus on the areas that have the and analytics at the Royal Bank of Scotland. “When we took a closer look and biggest impact for customers evaluated them against a range of large and small competitors, they stood out for • Provided access to valuable their commitment to simplifying complex processes, something which is now really customer feedback helping us to deliver great solutions for our customers. As such, we’re excited • Reduced overall time spent on data about the benefits we’ll see from the latest advances to Trifacta’s user interface wrangling through automation and and transformation workflow. WithT rifacta as a partner, we are on our way to a user-friendly interface, which then building a world-class data capability that will help us better understand and better freed up resources for additional data analysis serve our customers.” • Empowered the entire analytics team As a large financial institution, they evaluated many data preparation tools on a to engage with Big Data, many of dozen of points before adopting Trifacta, including: whom do not come from a traditional Big Data background • Data discovery of various Hadoop file formats, native integration with Hadoop and scalability within Hadoop About Trifacta • Integration with existing tools Trifacta, the global leader in data wrangling software, significantly • Usability among non-technical users to explore and profile data themselves enhances the value of an enterprise’s big data by enabling users to easily • Rapid adoption among non-technical users transform and enrich raw, complex data into clean and structured formats for analysis. Leveraging decades of The Results innovative work in human-computer interaction, scalable data management and machine learning, Trifacta’s unique technology creates a partnership The dashboard is transforming the way I run my business. It is between user and machine, with improving the customer centric approach in our chats and it is each side learning from the other and showing in the output. We are now able to coach our staff much becoming smarter with experience. Trifacta is backed by Accel Partners, more effectively and it is based on the themes that are coming Greylock Partners and Ignition Partners. from the application.

AKSHAY VATS For Additional Questions, Head of Web Chat Operations India Contact Trifacta: www.trifacta.com Using Trifacta, the Royal Bank of Scotland has dramatically increased its visibility 844.332.2821 of customer activity to improve customer service, thus satisfaction. With a better understanding of topics that customers want addressed, they can more Experience the Power of Data effectively train their chat agents and based upon real customer feedback they Wrangling Today create more effective service and product propositions. www.trifacta.com/start-wrangling/ As they deploy Trifacta at scale, the company expects to analyze 100% of web chats, which is a huge milestone from their previous 0.1%, using the data insights to better help their customers. As more and more of its customers turn to web chat for customer service, this improvement will only become more significant.