Account switching made easy with MATS®
公司规模
1,000+
地区
- Europe
国家
- United Kingdom
产品
- MATS®
技术栈
- SMS Text Messaging
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 功能应用 - 企业资源规划系统 (ERP)
- 功能应用 - 远程监控系统
适用行业
- 金融与保险
适用功能
- 商业运营
服务
- 软件设计与工程服务
- 系统集成
关于客户
Nationwide is a major financial institution in the United Kingdom, known for its comprehensive range of banking and financial services. As one of the largest building societies in the world, Nationwide has a significant customer base and a strong reputation for customer service. The organization is committed to providing seamless and efficient banking experiences, which includes facilitating easy and reliable account switching for its customers. Nationwide's growth strategy involves not only attracting new customers but also ensuring that existing customers are satisfied with their services. This commitment to customer satisfaction is evident in their account switch guarantee, which promises compensation and coverage for any errors during the account switching process.
挑战
Overcoming people’s reluctance to switch bank accounts was important to Nationwide’s growth plan. Their account switch guarantee promised £100 compensation if they hadn’t contacted all of a new customer’s direct debit companies within 10 days. Also, in the event of any transfer errors, they would cover all related Nationwide overdraft charges and interest for up to three months. The challenge for Nationwide, was to ensure their Account Switch process was so slick and error proof, that they’d always meet these service level guarantees, and not have to pay such compensation. Happy customers and cost effectiveness would be one and the same thing.
解决方案
After many highly successful MATS platform deployments throughout Nationwide - across Mortgages, ISAs, Bereavements, Complaints and more - the Account Switching unit approached MATS to apply a similar approach for their process. Working with the Account Switching unit, MATS mapped out an improved current account switching process and, within only a few weeks, deployed a solution built on the MATS platform. With the new capability, Nationwide was able to track and monitor customer transfer applications based on service level agreements, provide automated customer updates at key stages via SMS text message, and ensure critical diarized actions were logged and scheduled at the right time. This solution ensured that proactive checks could be carried out in good time and provided management with real-time reporting showing the status of the pipeline.
运营影响
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