Our Customers: Improving Experiences, Every Day

Low-code solution makes account switching to Nationwide fast, error-proof and able to meet their SLAs

Sheffield Hallam always strives for excellence and they acknowledged that their clearing solution was not delivering the required results. Their call waiting times were often too long, leading to high rates of call abandonment.

In response to the digital disruption ITV were facing, they wanted to implement a large-scale drive for operational excellence. Almost 100 business users were involved in the initial process improvement drive as it was important to keep the team engaged with the project.

‘Did Not Attend’ (DNA) rates are a problem for many hospitals and NHS Trusts. The Sheffield Teaching Hospitals NHS Foundation Trust DNA rate was 7.6% for new patients and 8.9% for follow-ups.

A digital team, formed of citizen developers and traditional IT staff, are providing low-code enabled Innovation-as-a-Service for the council’s evolving requirements.

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.

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.

East Dunbartonshire Council had an ambitious digital plan and an objective to streamline contact points for both residents and staff