|

Nationwide has deployed SAS analytics solutions to improve up its customer interactions.

SAS uses AI to create an ecosystem where those using its Analytics solution can make better decisions based on trusted data. Furthermore, using the power of AI, nationwide will be able to tap into more effective and tailored customer interactions.

Go deeper with GlobalData

Data Insights

The gold standard of business intelligence.

Find out more

A successful proof-of-concept (POC) harnessed AI an natural language processing (NLP). It established significant inefficiencies. More than half of all email enquiries could be resolved by guiding members towards digital channels.

Sentiment analysis from the SAS solutions helped Nationwide to detect the member’s mood; for instance, unsurprisingly, analysts identified that people’s moods worsen as the number of emails rises.

Over half of the emails could have been avoided entirely. 10% of members said that their transaction had not been resolved first time around in another channel. In addition, another 19% were not resolved the first time they sent a secure email. A further 26% of requests concerned transactions that could be moved to an online digital process.

Nationwide deploys SAS analytics for deeper insight

Nationwide will use SAS analytics to make changes to its website that aims to reduce the need for customers to contact the building society.

How well do you really know your competitors?

Access the most comprehensive Company Profiles on the market, powered by GlobalData. Save hours of research. Gain competitive edge.

Company Profile – free sample

Thank you!

Your download email will arrive shortly

Not ready to buy yet? Download a free sample

We are confident about the unique quality of our Company Profiles. However, we want you to make the most beneficial decision for your business, so we offer a free sample that you can download by submitting the below form

By GlobalData
Visit our Privacy Policy for more information about our services, how we may use, process and share your personal data, including information of your rights in respect of your personal data and how you can unsubscribe from future marketing communications. Our services are intended for corporate subscribers and you warrant that the email address submitted is your corporate email address.

Senior Manager of Analytics at Nationwide, Graeme Reed, remarked: “Our recent growth has put pressure on our contact centre, which now receives over 800,000 calls every month. We needed to investigate how we could improve other communication channels to reduce call volumes.

“Using SAS text analytics, we established several concrete ways to make our service better. For example, many members contact us for proof of the travel insurance gained with the FlexPlus current account. The documents are available on our website. If we make them easier to find, more people will access them on a self-service basis.

“We also found that members often ask for a paper statement, because our online statements did not contain sufficient personal information to function as proof of address. By tweaking the statement format, we can eliminate these requests. And if several members contact us about transactions that cannot be completed online, we can consider building a digital capability to meet their needs.”