Case Study: Nationwide Building Society achieves 79% increase in account switches with Netcall MATS platform

Account switching made easy with MATS®

Nationwide Building Society faced a major challenge: persuading customers to switch current accounts while meeting a formal Account Switch Guarantee that required contacting all of a new customer’s direct debit companies within 10 days (or paying £100) and covering any related overdraft charges and interest for up to three months. To eliminate errors and reliably enforce SLAs, Nationwide Building Society turned to Netcall and its MATS® platform to streamline and safeguard the switch process.

Netcall used the MATS® platform to map and redeploy an improved switching workflow in just a few weeks, adding SLA tracking, diarized actions, real‑time management reporting and automated SMS customer updates. The Netcall solution automated communications, balanced workload across the team, improved MI and allowed Nationwide Building Society to guarantee service levels — driving a 79% increase in account switches (2013) and enabling more cost‑effective customer on‑boarding.

Nationwide Building Society

Rudolf Heaf

Nationwide’s Head of Banking Operations