Case Study: Nationwide Building Society boosts mortgage sales and customer satisfaction with IBM and Cisco Remote Expert

Nationwide transforms customer service with live video access to professional advice

Nationwide Building Society, a major UK financial institution, faced the challenge of providing timely access to its busy mortgage advisors for customers at its many branches. With advisors stretched thin, customers often faced week-long waits for appointments, risking lost business. To address this, Nationwide partnered with IBM to implement a live video solution, Cisco Remote Expert, which they branded Nationwide NOW.

The solution implemented by IBM involved the operational deployment of a system that connected customers in branches with remote advisors via high-definition video. This eliminated travel time for advisors and drastically reduced customer wait times. The results were highly successful, yielding a more than 60% improvement in new mortgage business, a double-digit increase in customer satisfaction scores, and a 66% reduction in the cost of sale.

Nationwide Building Society

Darren Shaw

Head