RBC Ombuds Office Implements New Case Management Software

The Royal Bank of Canada Financial Group Ombuds office has implemented new software to improve the management of employee and customer concerns. The RBC Office of the Ombudsman has upgraded from a system based on a Lotus Notes database and Excel spreadsheets to software developed by Customer Expressions. RBC Ombudsman Wendy Knight said that the centralized system reduces time to retrieve case information and makes it easier to identify trends. (Press release by Customer Expressions via PR Leap.)