Nationwide to carry out mortgage consultations by video


Nationwide to carry out mortgage consultations by video

Karl Flinders

Nationwide Building Society will enable mortgage consultants to meet customers via high-definition video links using Cisco technology.

Plummeting connectivity prices has made video a genuine business tool.


Mortgage consultants at Nationwide’s contact centre in Northampton will be able to carry out virtual mortgage meetings with customers across 60 branches. These consultations will be the same as those that would be carried out face-to-face in branches.

The service, which uses Cisco TelePresence and collaboration technology known as Cisco Remote Expert solution, will be available next year.

The high-definition video link and shared screen system provide an interactive display and a printer provides the paperwork.

With a limited number of mortgage consultants available, the plan is to reduce waiting times and ensure customers only have to travel to the nearest branch that offers the service.

A trial of the technology in six Nationwide branches has resulted in good feedback from customers.

“The roll-out of this service to more than 60 locations by the end of spring next year will mean even more members have the opportunity to access our mortgage deals," said Nationwide’s group director of distribution, Graeme Hughes. 

"Our eventual aim for Remote Expert is for a full roll-out across our branch network to include our entire product range. Given our excellent reputation for customer service, it’s vitally important that the way we use technology adds to our service rather than detracts from it,” he said.

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