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实例探究 > ISA processing made easy with MATS®

ISA processing made easy with MATS®

技术
  • 分析与建模 - 实时分析
  • 应用基础设施与中间件 - 数据交换与集成
  • 功能应用 - 企业资源规划系统 (ERP)
适用行业
  • 金融与保险
适用功能
  • 商业运营
  • 质量保证
用例
  • 过程控制与优化
  • 资产跟踪
服务
  • 软件设计与工程服务
  • 系统集成
挑战
When the global financial crisis erupted in 2008, there was a huge upsurge in the volume of new ISAs being created as people moved savings in and out of various banks and building societies. This led to poor service, as many processing teams were unable to cope with increased work volumes. A consequent surge in chaser phone calls and customer complaints made the problem even worse for call centers and processing staff. The end result was poor customer experience, bad PR, compensation claims, and even fines and sanctions. This was the backdrop that led Nationwide to overhaul and streamline their ISA processing function. They needed a workflow solution that could streamline the application process and provide real-time management information to enable superior caseload monitoring to ensure SLAs were met. Additionally, it was recognized that improving and automating customer communications could dramatically improve customer experience and reduce inbound chaser phone calls, thereby making the operation more efficient and scalable.
关于客户
Nationwide is one of the largest financial institutions in the United Kingdom, known for its extensive range of banking and financial services. With a strong focus on customer satisfaction and operational efficiency, Nationwide has been a key player in the financial sector, particularly in the management of Individual Savings Accounts (ISAs). The organization faced significant challenges during the global financial crisis of 2008, which led to a surge in the volume of new ISAs being created. This situation necessitated a comprehensive overhaul of their ISA processing function to handle the increased workload and improve customer service. Nationwide's commitment to innovation and efficiency drove them to seek a robust solution that could streamline their processes and enhance customer experience.
解决方案
MATS for ISA was specified and built over an eight-week period to handle any volume of new ISA accounts, transfers in and out of existing ISAs, and consolidations. The solution provided a full suite of custom, real-time Management Information, active workflow dashboards, and proactive communications to notify customers as things happen. MATS for ISA offers full 'track and trace' of all ISA activity, exposure of all inflow and outflow of funds giving Treasury Reports for an up-to-the-minute picture of all liabilities and gains, and visibility of which banks and building societies are requesting transfers. Additionally, it provides visibility of where new customers are moving their money from. This comprehensive solution enabled Nationwide to streamline their ISA processing function, improve customer communications, and enhance overall operational efficiency.
运营影响
  • Nationwide is now one of the UK’s top ISA providers in terms of volume and value.
  • At peak volumes, the MATS solution helps Nationwide successfully process over 100,000 ISA applications per week.
  • Nationwide has achieved significant efficiency gains and cost savings.
数量效益
  • Processing over 100,000 ISA applications per week.

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