Case Studies

Nationwide Building Society serves customers where and when needed

With a goal of increasing its overall market share of the UK retail savings and residential mortgage markets, Nationwide Building Society must make each and every customer experience a positive one. This is particularly important when a customer seeks a one–to–one meeting with a financial adviser, because such critical touch–points offer Nationwide the opportunity to reinforce its position of trust and opens doors for selling additional services.

The building society has a substantial investment in a centralized contact centre, Nationwide Direct, which serves customers over the phone and makes referrals to branch offices. Time is money – particularly in the competitive retail mortgage industry – and Nationwide must optimize the time and talents of its personnel. But the organization feared it was losing business because of an inability to identify "best fit" resources for customers.

Nationwide has long recognized the value technology offers in terms of improving customer service and making employees more productive. Therefore, it was natural for the Society to look for ways to create an automated, centralized booking application.

Metrics

• Resource optimization: Reduced "no shows" by 50 percent and appointment cancellation rates by 4 percent
• Enhanced customer service: Ability to schedule in–branch customer appointments two days earlier
• Growth: Scalable solution supporting scheduling of 18,000 appointments per week from Nationwide’s contact centre and more than 900 locations (branches and agencies)

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