Nationwide transforms customer service with live video access to professional advice
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- Cisco Remote Expert Solution
- Cisco Unified Contact Center
- Cisco TelePresence Suites
- Cisco Unified Border Element Enterprise Edition
- Cisco UCS C-Series Rack Servers
Tech Stack
- Cisco Remote Expert Solution
- Cisco Unified Contact Center
- Cisco TelePresence Suites
- Cisco Unified Border Element Enterprise Edition
- Cisco UCS C-Series Rack Servers
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Remote Collaboration
- Remote Control
- Remote Asset Management
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
Nationwide Building Society is one of the world’s largest mutual financial institutions, the UK’s second-largest savings provider, and third-largest mortgage provider. The Society serves around 15 million customers with 17,000 employees, and is headquartered in Swindon, UK. Nationwide’s ambition is to be just as strong in the banking market, growing the number of primary personal checking accounts. A key challenge for Nationwide is to ensure that its customers can do business when it’s convenient for them, rather than when the Society can fit them in. In a hugely competitive market, Nationwide constantly seeks to improve customer satisfaction and enhance access to experts, and – of course – capture increased market share.
The Challenge
Nationwide Building Society, one of the world’s largest mutual financial institutions, wanted to offer its customers easier access to its financial advisors. However, with a limited number of advisors, many smaller branches were unable to provide full-time coverage. The Society wondered if customers would be happy to connect via a live video link. The concept proved hugely popular, but the challenge was to replicate the solution on a commercial scale. Moving from six to hundreds of branches brought a completely new set of challenges, including business process transformation and cultural change, not to mention technology deployment and scalability.
The Solution
Nationwide piloted the Cisco Remote Expert solution, branded Nationwide NOW, on a try-and-buy basis, with no commitment. The solution prepopulates customer information, which hugely enhances and personalizes the customer experience. Following rapid customer acceptance, Nationwide engaged IBM for the operational deployment of the full system. The enormous success of the trial posed something of a problem: could the solution be replicated on the commercial scale? Moving from six to hundreds of branches brought a completely new set of challenges, including business process transformation and cultural change, not to mention technology deployment and scalability. As a first step, Nationwide created a Phase One Proof of Concept (PoC) program covering 61 branches and one advisor contact center, which would provide the foundation for a full-scale rollout program covering the entire network.
Operational Impact
Quantitative Benefit
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