Nationwide NOW, Nationwide Building Society’s high definition video link service, has proved so successful since its launch in April 2014 that it has been rolled out to a further 100 branches across the country. A total of 161 branches now offer the service which connects customers in branch to financial consultants based elsewhere.
Nationwide intends to expand the service to up to 400 branches by November 2015 creating 200 jobs in the process.
Nationwide NOW was initially trialed using Mortgage Consultants. However, the service has proved so popular amongst customers that the service has also been expanded to include Financial Planning Managers and Personal Banking Managers.
Since its launch Nationwide NOW has helped over 3,200 people with their mortgage, banking and financial planning needs and reduced waiting times to see a consultant from weeks in some rural locations to within days. Nationwide NOW has received an extremely positive response from customers who have enjoyed the convenience of being able to see a Financial Planning Manager, Personal Banking Manager or Mortgage Consultant at a time which best suits them.
Mark Goldman, Divisional Director of Central Distribution at Nationwide Building Society, commented:
“For thousands of our customers Nationwide NOW has made applying for a mortgage or seeking financial help much easier. Customers are able to see a consultant quickly, sometimes within 24 hours, and at a time which best suits them. By November 2015 our customers will have access to 200 additional consultants via the 400 branches that will have Nationwide NOW.
“At Nationwide we are committed to providing the best in customer service and are continually looking at ways to make our customers’ lives easier. By combining the service provided by our employees in branch and the use of technology, Nationwide NOW is able to increase access to our experts and offer greater flexibility for our customers.”
Nationwide is the first financial services provider in Europe to use this technology in this way, and currently has the largest offering of this service of any financial services company in the world*. The face-to-face service is just like being sat at a desk with a consultant; the only difference is that the person on the other side of the desk is in Northampton, Bournemouth or Dunfermline. The technology ensures that there are no video or audio delays. Documents are transferred easily through scanners and printers in the room. Branch employees are on hand to support customers using the technology and ensure they have all they need.