
By Peter Tilton, Senior Vice President, Digital, RBC
(Sponsor content)
Prior to the pandemic, RBC already had a robust digital banking user base.
However, as COVID-19 reached Canada and temporary branch closures took effect, we saw a rapid increase in demand for digital banking solutions.
We quickly pivoted to expand the capabilities of some of our leading digital tools, helping to ensure that clients could access everything they needed from home, including one-on-one appointments with their financial advisor.
Our analytics showed some interesting trends: the first being that many seniors quickly adopted digital banking tools. We saw a 77% increase in average weekly enrolment for digital banking sign-ups amongst users aged 60+, and daily re-engagement amongst these clients increased by 36%.
Digital banking tools also saw an overall increase in demand. For clients who had been with RBC for more than five years, there was more than a 60% increase in average daily digital enrollment throughout the first few months of the pandemic.
Below is a look at some of the tools that helped our clients simplify their day-to-day routines and manage their finances effectively from home.
With MyAdvisor, meet with your financial advisor from home
MyAdvisor offers clients digital access to their personalized financial plans and connects them to an advisor in their community either by live video, phone or in-branch.
In the wake of COVID-19, we saw increased adoption of MyAdvisor. The platform was adapted to allow for an increased volume of client and advisor interactions, including video calls. We also expanded the platform to support a wider group of advisors to help meet every need; for example, Private Banking advisors.
We’ve heard some great feedback on the platform from our advisors, one of whom mentioned that they previously tried to introduce MyAdvisor to a client for two years, but the client declined as they preferred in-person meetings and didn’t use online banking. Given the current physical distancing guidelines, the client decided to try a video meeting through MyAdvisor and was surprised with the ease of use. When the client went to book their future annual review with the same advisor, they requested another MyAdvisor video appointment.
We now have more than 2.23 million clients onboarded onto MyAdvisor with a personalized plan. Between March 2020 and January 2021, the number of completed appointments increased by 84%.
Ask NOMI allows clients to get more comfortable with digital banking
Ask NOMI is an interactive guide to personal banking. Found in the RBC Mobile app, it uses Artificial Intelligence to answer client questions about their accounts, simplify select everyday banking tasks and increase client comfort levels with digital banking. Continue Reading…





