Case Study: NatWest Group achieves hyper-personalized, scalable customer communications and improved deliverability with Twilio

How Natwest implemented its enterprise messaging strategy with twilio

NatWest, which serves 19 million customers across the U.K. and Europe, aimed to become the top UK bank for customer service by placing the customer at the center of its operations. Facing fragmented, one-way communications and new urgency from COVID-19, the bank needed a secure, scalable way to deliver timely, personalized messages while controlling costs and meeting regulatory requirements.

Partnering with Twilio and its Programmable Messaging API, NatWest implemented global, 24/7 SMS and messaging capabilities with easy developer tools and messaging analytics to target customer segments and run low-cost campaigns. The rollout delivered a 2% increase in message deliverability, no outages or customer complaints, improved international reach, rapid deployment within a month, and plans to expand into WhatsApp.

NatWest Group

Matthew Harwood

Head of Customer Messaging