Case Study: Nationwide Building Society achieves record ISA processing — 100,000+ applications/week — with Netcall MATS

A system for ISA processing specified and built within 8 weeks in low-code

Nationwide Building Society faced a surge in ISA applications after the 2008 financial crisis that overwhelmed processing teams, increased customer complaints and chaser calls, and threatened SLA performance. To streamline workflows, gain real-time management information and automate customer communications, Nationwide implemented Netcall’s MATS for ISA solution.

Netcall built MATS for ISA in eight weeks to handle new accounts, transfers and consolidations, delivering real-time MI, active workflow dashboards, automated customer notifications, full track-and-trace and treasury reporting. The Netcall solution enabled Nationwide to process record volumes—peaking at over 100,000 ISA applications per week—while delivering significant efficiency gains, cost savings and improved customer satisfaction.

Nationwide Building Society