The Low-code approach
that helps Nationwide stay No.1

At a glance

  • £25 average saving per mortgage application
  • 79% increase in customers switching to Nationwide
  • Customers control their own notifications and alerts
  • 24 hour customer service on Social Media.

The challenge

Nationwide is the world’s largest building society. They have a diverse portfolio of financial products and continuously innovate to improve customer experience. But maintaining a leading position for customer service is no easy task in a highly regulated environment.

“Staying No. 1 for customer service is tremendously important. We have an absolute passion for the customer; it’s baked into our DNA. But it takes more than attitude. It requires excellent processes and IT as well.” Ian Thompson, Head of Customer Operations, Nationwide Building Society

The solution

A “Low-code” approach has helped Nationwide maintain and protect it’s core financial systems while delivering customer service innovations – like tailored banking alerts and easier account opening.

In fact, Nationwide’s Customer Operations team is using the MATS Low-code platform for more than 30 different process improvements that are focused on customer experience enhancement.

The results

Over 30 customer service applications are powered by MATS.

MATS ‘powered’ business applications have delivered significant cost savings, efficiency improvements and most importantly customer service enhancements. For example: £6m p.a. saving in mortgage processing; 24% efficiency saving in ISA account opening; proactive communications to customers so they don’t need to call the contact centre.

“MATS has made a telling contribution to Nationwide achieving its best ever ISA peak performance.” Head of ISA Processing, Nationwide Building Society

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