Case Study: NatWest reduces bereavement journey time with Lightico

NatWest partnered with Vizolution to transform their telephony mortgage journey

NatWest, one of the UK’s leading banks, wanted to simplify its bereavement notification journey, which was slow, paper-heavy, and frustrating for customers. Working with Lightico, NatWest used its DigiDocs solution to help create a more digital, customer-friendly process.

Lightico helped NatWest launch Just Click – Notify & Upload, enabling customers to notify the bank, upload documents, and receive updates through a self-service portal, with support available by phone or in branch. The result was a dramatic improvement in efficiency, reducing journey time from 27 days to as little as 2 days in some cases, saving 23 days per average journey, eliminating the paper journey, and cutting 657,000 sheets of paper per year.

NatWest