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Rbc Case

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  • September 19, 2013
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Situation
Royal Bank Canada is a financial institute that owns and operates RBC Insurance - a Canadian owned financial institute headquartered in Mississauga, Ontario. Operating globally, RBC Insurance has over 5 million clients in the United States, Canada, and in international markets. Through its operating entities, RBC Insurance provides a wide range of travel, life, health, home, auto, wealth and reinsurance, as well as creditor and business insurance services, to individual and group clients (Royal Bank of Canada, 2012). These products are distributed through third-party channels including independent life insurance advisors, travel agents, as well as through growing proprietary channels such as retail insurance, bank branches, call centres, online banking, and career sales force (RBC.com, 2012). Founded in 1996, RBC Insurance is relatively new to the marketplace. Nonetheless, “RBC Insurance has more than four million clients globally, and is one of the largest Canadian bank-owned group of insurance companies and among the fastest growing insurance organizations in the country” (RBC.com, 2012). Since its inception, RBC Insurance has seen a yearly growth rate of 20% through several mergers and acquisitions (M&A) and employs over 3,200 representatives around the globe. The organization continues to expand its insurance services and business offerings. RBC faces a competitive insurance market in the midst of stiff competition while keeping pace with today’s constantly changing business environment to surpass client expectations. Over the years, with the development of powerful technologies of connected devices such as smartphones and tablets, the new generation has found ways to communicate and exchange ideas, not only through traditional communication mediums such as television and radio, but also through social media such as Facebook, Twitter, and LinkedIn. These technologies allow individuals to access vital information at their fingertips. As such, in...