Nationwide 通过实时视频获取专业建议，改变客户服务方式
公司规模
1,000+
地区
- Europe
国家
- United Kingdom
产品
- Cisco Remote Expert Solution
- Cisco Unified Contact Center
- Cisco TelePresence Suites
- Cisco Unified Border Element Enterprise Edition
- Cisco UCS C-Series Rack Servers
技术栈
- Cisco Remote Expert Solution
- Cisco Unified Contact Center
- Cisco TelePresence Suites
- Cisco Unified Border Element Enterprise Edition
- Cisco UCS C-Series Rack Servers
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
- 网络与连接 - WiFi
适用行业
- 金融与保险
适用功能
- 商业运营
- 销售与市场营销
用例
- 远程资产管理
- 远程协作
- 远程控制
服务
- 云规划/设计/实施服务
- 系统集成
关于客户
Nationwide Building Society 是全球最大的互助金融机构之一，也是英国第二大储蓄机构和第三大抵押贷款机构。该协会拥有 17,000 名员工，服务于约 1500 万客户，总部位于英国斯温顿。Nationwide 的目标是在银行市场中同样强大，增加主要个人支票账户的数量。Nationwide 面临的一个关键挑战是确保客户可以在方便的时候办理业务，而不是在协会可以满足客户需求的时候。在竞争激烈的市场中，Nationwide 不断寻求提高客户满意度和增加与专家的联系，当然还要增加市场份额。
挑战
Nationwide Building Society 是全球最大的互助金融机构之一，它希望让客户能够更轻松地联系其财务顾问。然而，由于顾问数量有限，许多较小的分支机构无法提供全天候服务。该协会想知道客户是否愿意通过实时视频链接进行联系。事实证明，这一概念非常受欢迎，但挑战在于在商业规模上复制该解决方案。从六个分支机构扩展到数百个分支机构带来了一系列全新的挑战，包括业务流程转型和文化变革，更不用说技术部署和可扩展性了。
解决方案
Nationwide 试用了思科远程专家解决方案（品牌为 Nationwide NOW），采用先试后买的方式，无需做出任何承诺。该解决方案预先填充了客户信息，极大地增强了客户体验并使其个性化。在客户迅速接受该解决方案后，Nationwide 聘请 IBM 负责整个系统的运营部署。试验的巨大成功带来了一些问题：该解决方案能否在商业规模上复制？从六个分支机构扩展到数百个分支机构带来了一系列全新的挑战，包括业务流程转型和文化变革，更不用说技术部署和可扩展性了。作为第一步，Nationwide 创建了一个第一阶段概念验证 (PoC) 计划，涵盖 61 个分支机构和一个顾问联系中心，这将为覆盖整个网络的全面推广计划奠定基础。
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.
Case Study
Real-time In-vehicle Monitoring
The telematic solution provides this vital premium-adjusting information. The solution also helps detect and deter vehicle or trailer theft – as soon as a theft occurs, monitoring personnel can alert the appropriate authorities, providing an exact location.“With more and more insurance companies and major fleet operators interested in monitoring driver behaviour on the grounds of road safety, efficient logistics and costs, the market for this type of device and associated e-business services is growing rapidly within Italy and the rest of Europe,” says Franco.“The insurance companies are especially interested in the pay-per-use and pay-as-you-drive applications while other organisations employ the technology for road user charging.”“One million vehicles in Italy currently carry such devices and forecasts indicate that the European market will increase tenfold by 2014.However, for our technology to work effectively, we needed a highly reliable wireless data network to carry the information between the vehicles and monitoring stations.”
Case Study
Safety First with Folksam
The competitiveness of the car insurance market is driving UBI growth as a means for insurance companies to differentiate their customer propositions as well as improving operational efficiency. An insurance model - usage-based insurance ("UBI") - offers possibilities for insurers to do more efficient market segmentation and accurate risk assessment and pricing. Insurers require an IoT solution for the purpose of data collection and performance analysis
Case Study
Smooth Transition to Energy Savings
The building was equipped with four end-of-life Trane water cooled chillers, located in the basement. Johnson Controls installed four York water cooled centrifugal chillers with unit mounted variable speed drives and a total installed cooling capacity of 6,8 MW. Each chiller has a capacity of 1,6 MW (variable to 1.9MW depending upon condenser water temperatures). Johnson Controls needed to design the equipment in such way that it would fit the dimensional constraints of the existing plant area and plant access route but also the specific performance requirements of the client. Morgan Stanley required the chiller plant to match the building load profile, turn down to match the low load requirement when needed and provide an improvement in the Energy Efficiency Ratio across the entire operating range. Other requirements were a reduction in the chiller noise level to improve the working environment in the plant room and a wide operating envelope coupled with intelligent controls to allow possible variation in both flow rate and temperature. The latter was needed to leverage increased capacity from a reduced number of machines during the different installation phases and allow future enhancement to a variable primary flow system.
Case Study
Automated Pallet Labeling Solution for SPR Packaging
SPR Packaging, an American supplier of packaging solutions, was in search of an automated pallet labeling solution that could meet their immediate and future needs. They aimed to equip their lines with automatic printer applicators, but also required a solution that could interface with their accounting software. The challenge was to find a system that could read a 2D code on pallets at the stretch wrapper, track the pallet, and flag any pallets with unread barcodes for inspection. The pallets could be single or double stacked, and the system needed to be able to differentiate between the two. SPR Packaging sought a system integrator with extensive experience in advanced printing and tracking solutions to provide a complete traceability system.
Case Study
Transforming insurance pricing while improving driver safety
The Internet of Things (IoT) is revolutionizing the car insurance industry on a scale not seen since the introduction of the car itself. For decades, premiums have been calculated using proxy-based risk assessment models and historical data. Today, a growing number of innovative companies such as Quebec-based Industrielle Alliance are moving to usage-based insurance (UBI) models, driven by the advancement of telematics technologies and smart tracking devices.
Case Study
MasterCard Improves Customer Experience Through Self-Service Data Prep
Derek Madison, Leader of Business Financial Support at MasterCard, oversees the validation of transactions and cash between two systems, whether they’re MasterCard owned or not. He was charged with identifying new ways to increase efficiency and improve MasterCard processes. At the outset, the 13-person team had to manually reconcile system interfaces using reports that resided on the company’s mainframe. Their first order of business each day was to print 20-30 individual, multi-page reports. Using a ruler to keep their place within each report, they would then hand-key the relevant data, line by line, into Excel for validation. “We’re talking about a task that took 40-80 hours each week,” recalls Madison, “As a growing company with rapidly expanding product offerings, we had to find a better way to prepare this data for analysis.”
