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NatWest replaces several customer service systems

NatWest Bank is working with Accenture to replace several customer support tools with technology from Microsoft, which it says will save time and enable staff to provide more personalized services to its customers.

Front-office systems used in NatWest’s branches and contact centers will be placed on a single platform based on Microsoft Dynamics 365, a cloud-based enterprise resource management (ERP) software.

Customer support staff will be able to help customers through the digital platform, giving them access to services such as customer messaging and video banking in one place.

As more customers choose different ways to engage with banks digitally and branch networks are drastically reduced, banks are investing in digital channels to help staff support more customers.

NatWest itself announced the closure of 32 branches in February as customers increasingly shift to digital banking channels. At the time, he said, “We understand and recognize that digital solutions aren’t right for everyone or in every situation, and that when we close branches, we need to make sure no one is left behind. .

Wendy Redshaw, director of digital information, retail banking, at NatWest, said the integration would free up time for support staff and allow them to personalize services. “More than eight million of our customers are regular users of our market-leading mobile app, and at the same time, our colleagues are there for the moments that matter,” she said.

“Our investment in integrating all of our colleague support tools into one digital platform will allow our staff to truly focus on providing personalized support to each of our customers at every stage of their life. .”

Banking customers, in all age groups today, want mobile apps, websites, and human touch.

Nina Raphael, managing director of Accenture’s UK financial services practice, said the platform would free up “many more hours to devote to the human side of banking”.

“This is particularly crucial given the financial challenges many people in the UK are facing, with rising energy prices, bigger bills and tax increases. helping customers navigate these difficult conditions is growing, and improved digital capabilities will significantly free up NatWest staff to focus on assisting in these difficult financial times for many.

For example, via the platform, the bank is launching a new appointment booking service which it says should reduce appointment booking times by up to 75% and allow staff to organize thousands of meetings. additional.