Case Study: Nationwide Building Society achieves 15-day ISA transfer compliance and eliminates 3 million pieces of paper annually with OpenText Process360

Mortgage Lender And Savings Provider Meets New Time Requirements With Opentext Process360

Nationwide Building Society, the UK’s largest building society and a major mortgage lender and savings provider, faced a critical operational challenge in 2010: paper-intensive, slow ISA application and transfer processes that threatened compliance with a new 15‑working‑day transfer deadline. Their legacy work management platform lacked agility, transparency and meaningful management information, forcing heavy use of temporary staff and creating bottlenecks across branches and processing centers.

Nationwide implemented OpenText Process360 as part of its “Quantum” BPM program, using electronic forms, OCR capture, automated workflows and SharePoint integration to route and automate most activities while staff handle exceptions. The solution cut transfer times to meet the 15‑day requirement, removed about three million pieces of paper annually, reduced reliance on temps, improved transaction transparency and customer satisfaction, and delivered faster, data‑driven process management with plans to scale automation further.

Nationwide Building Society

Neil Crossley

Senior Operations Manager for ISA Processing