“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
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.
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.
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.