Transversal was appointed by RNIB to help deliver a new information, support and advice service by implementing a web self-service solution and internal contact centre solution, offering improved online access to information, support and advice services for customers and contact centre agents.
"We're trying to create a world where technology is an enabler”.
Head of Customer Service and Support
RNIB recognized a shift in the way their customers contacted them, so to ensure customers received accurate, timely and consistent answers no matter which channel they contacted them through, RNIB set out to modernize the way it shared knowledge. Confronted with an outdated system, slow data retrieval and a lack of intrinsic knowledge sharing within the organization, they were able to overcome these issues, while keeping accessibility front and centre.
Find out how they did it in this case study, available for download below.
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