Connecting Clients Directly to Bank Advisors Appointment Scheduling National Bank of Canada Discovers a More Efficient Way to Address Customer Needs THE CHALLENGE National Bank of Canada built its reputation as a customercentric institution by focusing on customer services. As part of its commitment to putting the customer first, the Bank identified an area where improvement was possible: appointment scheduling. Bank customers communicating with the Bank call center would often get referred to one of the bank’s Advisors, who provide expert advice on a range of financial matters. Such referrals, however, invariably encountered a disconnect between the call center and the Advisors’ respective appointment calendars due to the lack of a direct scheduling option. Imagine calling up you

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