Case Study: Nationwide Building Society achieves 133% digital adoption growth with Inbenta

Nationwide Building Society grows digital adoption by 133% with Inbenta’s Learn platform

Nationwide Building Society, the U.K.’s largest retail bank and the world’s largest building society, was facing high volumes of member inquiries during ISA season. To improve the member and employee experience, reduce non-value contact, and increase self-service, Nationwide turned to Inbenta’s Learn platform and digital education tools.

Inbenta worked with Nationwide to launch tailored “Discover Digital” learning hubs and digital process demos across self-serve, assisted-serve, and employee channels. The solution drove 133% growth in digital adoption, a 45% increase in mobile app adoption, and a 75% reduction in non-value contact requests, while also helping Nationwide avoid an estimated £1.75M in costs and reduce frontline service time by 250.8K minutes.

Nationwide

Liz Jones

Product Owner, Digital Education