Nationwide continues IT modernisation with 24-hour Twitter response

Nationwide Building Society is continuing its drive into the digital era with a 24-hour service to address customer questions via Twitter

Nationwide Building Society is continuing its drive into the digital era by providing a 24-hour service to address customer questions via Twitter.

Twitter users can tweet the company 24 hours a day, seven days a week, with questions and queries.

Nationwide COO Tony Prestedge said: “The massive success of Nationwide’s mobile banking app proves that people want to be able to manage their money on the move and at any time of day. With that in mind, we have opened up our popular @AskNationwide Twitter to ensure our customers can also tweet us and get a fast response at any time of day.

“In the short time that businesses have been using social media, Twitter has quickly become the channel of choice for customers who want to talk to companies, whether it is to ask questions or share their opinions. Yet so many organisations are either not using Twitter properly or see it as a poor relation to traditional channels such as the phone. At Nationwide, we have embraced Twitter and are using it as an integral part of our customer service and support strategy.”

In 2008, Nationwide embarked on a £1bn project to transform its technology after years of under-investment, typical in the financial services sector. The project involved upgrading its datacentre, outsourcing IT for the first time and implementing Microsoft technology in the front office and SAP at the back.

The mutual society has since been adopting the latest customer services technologies in an attempt to win customers from large financial services firms stained by the financial crisis many were blamed for causing.

In November 2013, for example, Nationwide launched technology to enable mortgage consultants to meet customers via high-definition video links using Cisco technology. Mortgage consultants at Nationwide’s contact centre in Northampton can 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.

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