Case Study: NatWest achieves faster bereavement notifications with Lightico

NatWest has improved the efficiency of the process and Consent in which has led to a dramatic reduction in journey time from 27 days to 2 days in some instances

NatWest, one of the UK’s leading banks serving 19 million customers globally, wanted to simplify its bereavement notification journey. The process was paper-heavy, required branch visits or posted documents, and caused frustration when customers had to return with missing paperwork; 14% needed more than one branch visit and complaints were being raised each month. NatWest worked with Lightico, using its DigiDocs solution.

Lightico helped NatWest launch “Just Click – Notify & Upload,” a fully digital bereavement notification journey that could be started in branch, by phone, or online, with customers able to upload documents and receive updates through a self-service portal. The rollout was completed in three months and cut journey times from 27 days to as little as 2 days, saved 23 days per average journey, eliminated the paper journey, and reduced paper usage by 657,000 sheets per year.

NatWest

Wendy Doughty

Everyday Banking Customer Services