Case Study: Nationwide boosts productivity and customer service with ActiveOps

Nationwide - Customer Case Study

Nationwide, the UK’s largest building society, wanted a more proactive way to improve customer service, break down operational silos, and free up skilled capacity to support “legendary customer service.” In 2016, the organization chose ActiveOps and its Workware™ software together with the Active Operations Management (AOM™) method to modernize how work and resources were managed across teams and locations.

ActiveOps implemented the Nationwide Active Operations Management (NAOM) programme in 12-week waves for 1,500 employees across four departments and five locations. The result was a 10% uplift in operational productivity, 10% proven latent capacity, over 80% positive employee morale during implementation, 160,000 hours lent between teams in the first year, and 100% of team leaders accredited in AOM, while also improving agility, workload balancing, and customer service.

Nationwide

Mark Eaton

Head Of Mortgage Servicing