Video Collaboration Boosts Sales for U.K. Firm

Video Collaboration Boosts Sales for U.K. Firm

Remote Expert Smart Solution helps Nationwide improve customer service while overcoming mortgage market competition.

Remote Expert Smart Solution helps Nationwide improve customer service while overcoming mortgage market competition.

Download Case Study (PDF - 275 KB) Adobe PDF file

The Cisco solution has helped us improve customer satisfaction and staff efficiency while at the same time increasing mortgage sales. The business case in favor of the Cisco solution stacked up quickly.
- Andrew Nation, Senior Manager, Future Customer Outcomes, Nationwide

Challenge

Do business at the customer's time of convenience, rather than when the institution can fit them in.

  • Improve customer satisfaction
  • Enhance access to experts
  • Reduce loss of business to competitors

Solution

Introduce virtual face-to-face customer meetings using high-definition video.

  • Cisco Remote Expert Smart Solution
  • Cisco Services for planning, design, build, and deployment

Results

Nationwide established momentum in the market for mortgages due to immediate availability.

  • 66 percent improvement in new mortgage business
  • Double digit improvement in customer net satisfaction
  • 66 percent reduction in cost of sale

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