Low-code application engages members during maintenance to online services
Nationwide is the world’s largest mutual financial institution. Despite significant transformation over the years, they faced a common problem in today’s growing digital-first era: how to engage members during maintenance to its online services and proactively provide regular updates to maintain a positive overall customer experience.
Nationwide worked with Netcall to design, build and deploy the digital banking resilience app, which they named Notify Me, using Liberty Create, our low-code platform.
“Adopting Netcall’s low-code solution allowed us to build the Notify Me App, which we use to engage with our members during disruptions to service. By allowing them to receive a text alert when a service is back, we avoid the inconvenience of them having to keep checking our website or app – and reduce calls in to our contact centres.”
Mark Pierson
Head of Group Incident Management, Nationwide
“We have received excellent support from the Netcall team, whose agile approach to application development has enabled us to improve the experience of our members.”
Mark Pierson
Head of Group Incident Management, Nationwide
Nationwide has deployed many highly successful systems using Liberty Create, including Social media monitoring, Banking alerts, Mortgages, ISAs, Bereavements and Complaints. By doing so, it has achieved significant efficiency gains and cost savings across a range of operations.
Status
updates on planned and unplanned interruptions in service
Improved
customer experience
Reduced
unnecessary calls into contact centre
Rapid digital transformation is within reach – your business teams can build and customise apps quickly without needing any coding skills
Low-code solution makes account switching to Nationwide fast, error-proof and able to meet their SLAs
Nationwide’s SMS messaging service sends customers their current account balance and the last five transactions but they wanted to enhance the solution, ensuring greater transparency and control of members’ communications, empowering them to personalise alert preferences.
Nationwide wanted to overhaul their ISA processing function. They needed a workflow solution to streamline the application process and dramatically improve customer experience. And they needed it fast.
