04/11/11
By Scott Thompson
Working with IBM, Nationwide Building Society has launched a new interactive online banking service.
Customers can use new interactive features to help manage their finances, such as calendar and graph tools to compare their income against spending and track account balances over time, and improved sorting and filtering of statements.
"Today's consumers have high expectations for functionality and content," says Richard Searle, head of channel integration at Nationwide. “We wanted to deepen our relationship with our customers and knew that investing in the internet channel would be a highly efficient way to achieve those aims. Employees and members alike are delighted with the results, so the project has been a major success in every way."
“Digital channels are the battle grounds for retail banks and IBM is committed to working with our clients to find new ways to improve the customer experience whilst ensuring efficiency and competitiveness,” says David Terry, IBM nationwide programme director, IBM Global Business Services, UK & Ireland. “Nationwide’s new online banking system combines innovative technology and simplicity to create a solution that meets the needs of customers in today's competitive market place.”
“Major investments in new technology can often be derailed by a change in vision or the benefits diluted. By structuring our approach to give customers a voice from the start, we were able to build and maintain confidence in our vision and avoid costly late change,” he adds.
