RBC Case Study

  • Loyalty Rewards Mobile Experience Solution for a Leading Canadian Bank

The Business Need

The bank had a primary business goal of increasing its retail banking customer base. As part of their long-term client centric strategy to achieve this goal, they had implemented an innovative rewards loyalty program. This allowed customers to accumulate reward points on their card spends and then redeem those points through online shopping, travel bookings, and other redemption options. However, the existing application had limitations in the technology implementation, architecture and design which were adversely impacting both the application performance as well as the customer experience.

How We Helped

Since Jan 2017, Tangentia has been working as an implementation partner with the bank helping them with their customer loyalty and mobile experience solution. We have worked with the bank across the entire software development life cycle: architecture, design, implementation, testing and devops. Technologies leveraged include Mobile applications (Native iOS as well as Android), Responsive web development, Cloud (Bluemix), service orchestration, and integration interfaces with multiple touch points such as e-commerce, travel booking API, social media connectors, CRM, Salesforce, and others. Application performance issues were addressed by moving business logic out of the client into the server side, leveraging cloud infrastructure for scaling. During this partnership, we were able to help the bank revamp the overall mobile experience for their customer loyalty program.

Business Impact & Benefits

The revamped mobile solution for loyalty rewards resulted in a significant improvement in application performance as well as the digital experience. Through this solution the bank was able to drive engagement with millions of customers on a daily basis. The solution helped the bank offer their customers a combination of meaningful
and valuable rewards, and made it easy to attain great redemption experiences. The bank won multiple awards for customer experience and engagement, loyalty & advocacy, and customer service innovation at a prestigious loyalty rewards conference in the USA.