NatWest partnered with Vizolution to transform their telephony mortgage journey.
Serving 19 million customers across the globe, NatWest Group is one of the UK’s leading banks. Operating through several brands the group offers a wide range of products and services to personal, commercial and large corporate and institutional customers.
NatWest looked at ways it could utilise technology to empower its customers to be able to do more, whilst still being able to offer human assistance when needed. NatWest decided to simplify and improve its bereavement notification journey.
“DigiDocs has allowed RBS to introduce a transformative, unique approach to our mortgage process. The rate of adoption has been outstanding and shows the appetite our customers have for digital solutions that are quicker, easier and more convenient to use....”
In order to increase customer satisfaction and reduce journey times, NatWest set out a radical plan to eliminate paper, postal delays and unnecessary branch visits from journeys.
As part of their vision to ‘serve customers well’, NatWest conducted a thorough examination of their telephony mortgage application processes, and found:
- An average application involved 66 sheets of paper, 4 instances of post and at least 1 visit to a branch.
- Several significant pain points were identified and found to be inflating costs, lengthening journeys and causing customer frustration.
NatWest partnered with Vizolution to transform their telephony mortgage journey. Branded ‘DigiDocs’, the new journey used Vizolution’s platform to combine self-serve and agent-assistance.
Journeys were transformed in 3 ways:
- Customers could upload, download and electronically sign documents without the need for paper, and mail delays were eliminated due to digital document exchange.
Agents were able to visually display information on the customer’s screen during the advice session, making it easier for customers to understand.
Branch visits were not required as customers could upload a photo of their identification, which was verified by Experian.
NatWest partnered with Vizolution to transform its Bereavement Notification journey, and within three months, it was ready for roll-out. The new journey made use of NatWest’s DigiDocs solution, based on Vizolution’s software to create a service called Just Click – Notify & Upload. As well as fully selfservice, the Bereavement Notification journey can also be initiated via telephony or in branch. As a digital-first proposition, customers can register a bereavement at a time that suits them in a channel they are comfortable with. Throughout the process, customers can photograph and upload the required documents, and receive notifications and updates through their self-service portal in DigiDocs.
"All those benefits combined have contributed to NatWest now holding the #1 NPS score for Apply and Set up of a mortgage."
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