Nationwide are proud of the customer service they provide as the world’s largest building society, but in 2016 were looking for a way to take service to a new level.
Nationwide believed that significant skilled capacity could be freed from existing operations to focus on delivering their aim of “legendary customer service”. The question was “how”?
It was no longer sufficient just to review past performance as a guide to tomorrow’s operational plans. The opportunity lay in breaking down the silos, cross-training and sharing skilled resources.
To do that, Nationwide needed to take a leap forward in operational management capability.
Nationwide chose ActiveOps to provide new intuitive tools and proven training to help their people to raise their game to market-leading standards.