Case Study: Nationwide achieves improved customer experience and higher asset retention with NICE Systems' Real-Time Service Optimization

Nationwide - Customer Case Study

Nationwide Financial, a global insurance and financial services company with about $161 billion in assets, 36,000 employees and 16 million policies, faced a major customer service challenge: CSRs handling more than 129,000 calls per month needed fast access to complex, changing information from multiple systems to provide personalized, compliant service and improve retention. Relying on individual knowledge created stress and inconsistent customer experiences, so Nationwide sought a non‑intrusive way to push the right data to agents at the right time.

Nationwide deployed NICE Real‑Time Service Optimization to deliver context‑specific guidance, automate routing decisions, build dynamic interaction profiles, and capture interaction data for reporting — all implemented in ten weeks and maintainable by business users. In pilot testing the optimized group achieved 22% better routing accuracy (reaching 90% precision) and a 13% improvement versus prior months, while the control group fell 4%; CSR feedback was strongly positive (87.5% found it useful), and Nationwide saw improved customer experience, retention and operational efficiency.

Nationwide

Diane Martin

Director, Technology Services