Case Study: Nationwide Building Society achieves 86% faster dispute resolution with Pegasystems

Nationwide Building Society shortens dispute resolution time by 86%

Nationwide Building Society, the world’s largest building society, faced a sharp surge in Visa card disputes during Covid-19, with contact centers and branch staff seeing major increases in case volumes. The company needed a faster, more scalable way to handle disputes through online channels and reduce the strain on legacy processes, so it turned to Pegasystems and Pega Smart Dispute™.

Pegasystems helped Nationwide migrate Visa disputes processing to Pega Smart Dispute™, simplifying operations and enabling a single-system workflow for employees. The result was a 15% reduction in processing times, a drop in systems used from 15 to 2, and a cut in average dispute resolution time from 15 days to 2 days, while also improving member satisfaction and reducing the risk and effort tied to compliance changes.

Nationwide Building Society

Martin Watkin

Payments CIO