Royal Bank of Scotland

Royal Bank of Scotland (RBS) offers a wide range of financial products and services to over 20 million customers. With a focus on transforming customer experiences, RBS has set a goal to be the number‑one UK bank for customer service, trust, and advocacy by 2020. Before ServiceNow, raising a change took an average of seven hours of an employee’s time and required using five or more different tools. Once a change was raised, manual approval processes caused further delays. Regulatory compliance was a challenge as well—with 56 controls monitored by regulators, the risk of service failures can be high for financial institutions. Now, RBS has a common set of service management processes and controls. They are saving 46,000 man hours per month and reduced the time it took to raise a change by 76%.