Background

NatWest Group approached us to help improve the way their staff handle proactive correspondence with clients. Prior to our work with the banking group, the branch advisers were unable to contact customers at scale and were seeking a way to increase efficiency and streamline their customer contact channels.

How we helped

We worked with the bank to create a way for branch advisers to contact customers at scale during their free time, improving efficiency and level of service. To enable this, we created an easy-to-use SaaS application, hosted on Davies’ highly secure AWS cloud platform, to help bank advisers manage customer contact in a controlled manner and efficiently capture and maintain contact records, ensuring follow-up actions were completed.

Results

• 70-point NPS increase
• £38 million revenue impact
• 13,000 named users

This application enables remote working at scale, holds detailed financial records of over 20 million customers, and gives advisers the next best action. Plus, it can integrate with multiple bank systems and increases efficiency with an integrated cloud-based preview dialler.