Nationwide | Account switching made easy
Low-code solution makes account switching to Nationwide fast, error-proof and able to meet their SLAs
Scaling up ISA processing
A system for ISA processing specified and built within 8 weeks in low-code
A system for ISA processing specified and built within 8 weeks in low-code
A global financial crisis created an upsurge in the demand for new ISAs, as people moved savings in and out of various banks. Unfortunately this led to poor service across the sector, as processing teams were unable to cope with increased work volumes. This led to a consequent surge in chaser phone calls and customer complaints. This accumulated poor customer experience resulted in bad PR, compensation claims and even fines and sanctions.
This backdrop led Nationwide 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. Having deployed some highly successful systems using Liberty Create, they turned to our low-code platform to meet this challenge.
“Liberty Create has made a telling contribution to Nationwide achieving its best ever ISA peak performance. The society processed record levels of ISA business.”
Head of ISA Processing, Nationwide
Nationwide is now one of the UK’s top ISA providers by volume and value. At peak volumes, the Liberty Create solution helps Nationwide to successfully process over 100,000 ISA applications per week. The building society has achieved significant efficiency gains and cost savings since the implementation. Crucially, they have achieved excellent customer satisfaction ratings from the same system.
Nationwide has deployed many highly successful systems using Liberty Create, including Social media monitoring, Banking alerts, Mortgages, Digital banking resilience app, Bereavements and Complaints. By doing so, it has achieved significant efficiency gains and cost savings across a range of operations.
8 Weeks
specification & build of application
Automated
customer communications
Scalable
efficient processes
Revolutionise your capacity to build enterprise-grade tools and integrated operations
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 resolve 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.
