Case Study: Nationwide Building Society achieves streamlined, scalable banking and 79% more account switches with Netcall's Create low-code platform

Low-code solution allows customers to exert improved flexibility and control of account balances

Nationwide Building Society needed to modernise and scale critical customer services—personalised mobile balance alerts, a reliable account switching process, and high-volume ISA processing—while meeting new banking regulations, improving customer experience and enforcing SLAs. To do this they worked with Netcall, building on their existing Liberty Create low-code platform to give customers more control over alerts, automate communications, and streamline complex back-office workflows.

Netcall delivered Create-based solutions that were rapidly deployed to personalise SMS alerts, automate the Account Switch workflow and build an ISA processing system in eight weeks. The results included automated customer updates and real‑time management information, successful SLA enforcement, a 79% increase in account switches, peak ISA throughput of over 100,000 applications per week, significant unit cost reductions and higher customer satisfaction — all enabled by Netcall’s low-code platform.

Nationwide Building Society

Richard Marriott

Head of Savings