Delivering award winning customer service

Low-code application engages members during maintenance to online services

The challenge

Nationwide is the world’s largest mutual financial institution. Despite significant transformation over the years, they faced a common problem in today’s growing digital-first era: how to engage members during maintenance to its online services and proactively provide regular updates to maintain a positive overall customer experience.

Keeping in touch with members during disruption

Nationwide worked with Netcall to design, build and deploy the digital banking resilience app, which they named Notify Me, using Liberty Create, our low-code platform.

“Adopting Netcall’s low-code solution allowed us to build the Notify Me App, which we use to engage with our members during disruptions to service. By allowing them to receive a text alert when a service is back, we avoid the inconvenience of them having to keep checking our website or app – and reduce calls in to our contact centres.”

Mark Pierson

Head of Group Incident Management, Nationwide

The solution

“We have received excellent support from the Netcall team, whose agile approach to application development has enabled us to improve the experience of our members.”

Mark Pierson

Head of Group Incident Management, Nationwide

The result

  • Reduced unnecessary calls into their contact centre
  • Staff have more time to deal with more complex member queries, enabling Nationwide to continue as a leading British financial services provider
  • The use of Liberty Create has also simplified tasks for the Enterprise Command Centre IT team
Hear it for yourself
Dialling up customer communications

Nationwide has deployed many highly successful systems using Liberty Create, including Social media monitoring, Banking alerts, Mortgages, ISAs, Bereavements and Complaints. By doing so, it has achieved significant efficiency gains and cost savings across a range of operations.



updates on planned and unplanned interruptions in service


customer experience


unnecessary calls into contact centre

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