Case Study: Nationwide achieves real-time customer insight and improved fraud detection for its online bank with Civica

Civica transforms Nationwide’s understanding of Online Banking Activity

Nationwide, the UK’s largest building society with 4.1 million customers, needed better visibility into the huge volumes of activity generated by its new online bank to improve customer experience, demonstrate ROI and support anti‑fraud and compliance teams. Long‑term partner Civica was engaged to design the online banking platform and a Business Intelligence/Management Information (MI) capability — implemented using Microsoft SQL Server, SQL Server Integration Services and SQL Server Reporting Services — to capture and analyse customer behaviour in real time and over the long term.

Civica delivered a scalable MI solution and online‑banking architecture that handles over 10 million clicks per day and at least 10 TB of data, using partitioning, data warehousing and a future‑proof data model with tiered retention (fine‑grained data for 3 months, raw data online for 12 months, archived for 7 years). The Civica system provides daily, intuitive reports used across fraud, compliance, product development and senior management, enables rapid UI changes without heavy IT work, improves fraud detection and platform robustness, and supplies measurable evidence that the new online bank is driving customer uptake and additional product sales.

Nationwide

Richard Searle

Head of Channel Integration