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
Large Corporate
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
适用行业
- 金融与保险
适用功能
- 销售与市场营销
- 商业运营
用例
- 远程协作
- 远程控制
- 远程资产管理
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。
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