Case Study: Nationwide Building Society achieves proactive member alerts and reduced contact centre calls with Netcall's Liberty Create

Low-code application engages members during maintenance to online services

Nationwide Building Society, the world’s largest mutual financial institution, needed a better way to engage members during planned and unplanned interruptions to its online services — proactively communicating status and progress updates to avoid frustration and unnecessary contact. To solve this, Nationwide worked with Netcall, using its Liberty Create low-code platform.

Netcall’s Liberty Create enabled Nationwide to build the Notify Me app so members can subscribe to receive text alerts when services are restored and get progress updates without repeatedly checking the website or app. The Netcall solution reduced unnecessary calls into contact centres, sped app development (reported as up to ten times faster than coding from scratch), freed support staff for complex queries, delivered efficiency gains and cost savings, and helped maintain excellent customer satisfaction.

Nationwide Building Society

Mark Pierson

Head of Group Incident Management