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The Low-code approach that helps Nationwide stay No1

“MATS has made a telling contribution to Nationwide achieving its best ever ISA peak performance.”

Head of ISA Processing, Nationwide Building Society

CLIENT Nationwide Building Society
SECTOR Consumer Financial Services
SOLUTION CX innovation based on MATS Low-code

At a glance

  • £25 average saving per mortgage application
  • 79% increase in customers switching to Nationwide
  • Customers can control their own notifications and alerts
  • 24hour customer service on Social Media

“Staying No. 1 for customer service is tremendously important. We have an absolute passion for the customer; it’s baked into our DNA. But it takes more than attitude. It requires excellent processes and IT as well.”

Ian Thompson, Head of Customer Operations, Nationwide Building Society

Challenge

Nationwide is the world’s largest building society. They have a diverse portfolio of financial products and continuously innovate to improve customer experience. But maintaining a leading position for customer service is no easy task in a highly regulated environment.

Solution

A “Low-code” approach has helped Nationwide maintain and protect it’s core financial systems while delivering customer service innovations – like tailored banking alerts and easier account opening. In fact, Nationwide’s Customer Operations team is using MATS for more than 30 different process improvements that are focussed on customer experience enhancement.

Results

Over 30 customer service applications are powered by MATS

MATS ‘powered’ business applications have delivered significant cost savings, efficiency improvements and most importantly customer service enhancements. For example: £6m p.a. saving in mortgage processing; 24% efficiency saving in ISA account opening; proactive communications to customers so they don’t need to call the contact center.

Download resources

Social Media Management PDF

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Text Alert System Case Study PDF

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Account Switching Case Study PDF

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ISA Account Servicing Case Study PDF

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MATS Nationwide BPM Webinar PDF

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