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Rabobank Group is the dominant bank in the Netherlands and the sixteenth largest bank in Europe. Rabobank realized that local banks were not handling queries via virtual channels in a way that met internal quality standards. The bank also discovered that customers using direct channels such as the Internet expected a faster response from the bank than they did with other methods. To this end, Rabobank decided to set up the Fulfillment Project to improve the quality and efficiency of its handling of customer requests and queries. To master these needs Rabobank chose TIBCO Software. TIBCO deployed BPM product suite which enables Rabofacet to manage an increasing volume of customer communications in a timely and cost-effective manner.
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