Nationwide completes video consultation roll-out


Nationwide completes video consultation roll-out

Karl Flinders

Nationwide Building Society has completed the roll-out of video mortgage consultation equipment at more than 60 branches.

An initial trial of the technology in six Nationwide branches resulted in good feedback from customers.

The plan, announced last November, will enable mortgage consultants to meet customers via high-definition video links using Cisco technology.

Plummeting connectivity prices have made video a genuine business tool.

Customers will be able to visit 60 branches where they can be connected to mortgage advisers at the company’s Northampton offices. The advisers will offer the same beginning-to-end, fully compliant mortgage service as is available in-branch. The high-definition video link and shared screen system provide an interactive display and a printer provides the paperwork.

Graeme Hughes, Nationwide’s group director of distribution, said the service will drive down waiting times and increase access because customers can meet a consultant at a time that suits them.

“This face-to-face service is just like being sat at a desk with a consultant; the only difference is that the person on the other side of the desk is in Northampton,” he said. “This technology ensures there are no video or audio delays. It really is like you are in the same room. Our branch employees are also on hand to offer any extra help.”

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