Case Study: Nationwide Building Society boosts member experience and loyalty with Netcall's Social Manager

Low-code application monitors conversation, engages with members and handles 1-1 responses via social media

Nationwide Building Society needed to boost member experience and loyalty by engaging across social channels, while also monitoring conversations, delivering personal 1-1 responses, managing workflows and keeping an audit trail in a highly regulated market. In 2014 they partnered with Netcall and used Netcall’s low-code Liberty Create platform to build a dedicated Social Manager application to address these needs.

Netcall’s Social Manager monitors posts, uses sentiment analysis to prioritise replies, supports direct messaging for confidential exchanges, and provides advanced workflows and an audit trail so agents can deliver personal, compliant service. The solution let Nationwide Building Society scale social servicing—volumes rose by over 300% during the COVID‑19 surge—while maintaining uninterrupted member support, improving engagement and operational resilience.

Nationwide Building Society

Callum Lea

Senior Change Manager