IBM Case Studies Nationwide transforms customer service with live video access to professional advice

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	Nationwide transforms customer service with live video access to professional advice IBM

Nationwide transforms customer service with live video access to professional advice

IBM

Technology Category	Application Infrastructure & Middleware - API Integration & Management Networks & Connectivity - WiFi
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Remote Asset Management Remote Collaboration Remote Control
Services	Cloud Planning, Design & Implementation Services System Integration
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Networks & Connectivity - WiFi

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Remote Asset Management

Remote Collaboration

Remote Control

Services

Cloud Planning, Design & Implementation Services

System Integration

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.

About 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.

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.

Impact #1	Nationwide NOW is delivering impressive business outcomes.
Impact #2	The solution was branded “Nationwide NOW”, and immediately started to gain board-level attention.
Impact #3	The PoC also needed to develop a high-speed rollout process for the in-branch infrastructure: even completing one branch each week, Phase One would take more than a year.

Impact #1

Nationwide NOW is delivering impressive business outcomes.

Impact #2

The solution was branded “Nationwide NOW”, and immediately started to gain board-level attention.

Impact #3

The PoC also needed to develop a high-speed rollout process for the in-branch infrastructure: even completing one branch each week, Phase One would take more than a year.

Benefit #1	More than 60 percent improvement in new mortgage business
Benefit #2	Double-digit improvement in customer satisfaction scores
Benefit #3	66 percent reduction in cost of sale

Benefit #1

More than 60 percent improvement in new mortgage business

Benefit #2

Double-digit improvement in customer satisfaction scores

Benefit #3

66 percent reduction in cost of sale

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Overview

Nationwide transforms customer service with live video access to professional advice

Operational Impact

Quantitative Benefit