nationwide building society improves member experiences with pega smart dispute

New deployment helps streamline processes, reduce manual tasks for employees, and digitise member experience

Pegasystems Inc., the software company that crushes business complexity, today announced Nationwide Building Society deployed Pega Smart Dispute for Issuers to transform its Visa card disputes process. This enabled Nationwide to improve agent performance and customer satisfaction by streamlining the systems required to handle a dispute from 15 down to two and reducing dispute processing time by approximately 15%.

Nationwide Building Society is a mutual financial institution, the seventh largest cooperative financial institution and the largest building society in the world, that is run for the benefit of its 16 million+ members. The COVID-19 pandemic caused an unprecedented 251% surge in Visa card disputes, putting extreme pressure on branch staff and contact centers, resulting in challenges managing servicing queues. In response, Nationwide selected Pega Smart Dispute to modernise and consolidate its systems to improve the member experience and reduce operating costs. The new deployment also allows members to now initiate and track disputes online, making them more efficient and accessible.

Nationwide has realised several other improvements to the member and employee experience with Pega, including:

  • Faster servicing times: Reduction of wait times for members with the introduction of a self-service function.
  • Streamlined systems: By condensing the number of systems, one call handler can now deal with the member facing dispute process without handing off.
  • Faster dispute processing: The straight-through processing capabilities of Pega allowed Nationwide to combat surges in demand, resulting in faster resolution of claims for members.
  • Optimised interactions: With Pega’s guided recommendations, the message from all call handlers is consistent, dramatically improving the member experience.
  • Faster roll-out of compliance releases: With Pega’s regular Visa compliance releases, the development team can quickly implement necessary changes, with all analysis conducted by Pega. This creates a repeatable cycle that reduces business risk.

For the implementation, Nationwide turned to its long-standing strategic partner, Tata Consultancy Services (TCS). Leveraging its deep contextual knowledge of Nationwide’s payments business, and its technology expertise, TCS, a Global Elite Pega Partner, helped customise and deploy the Smart Dispute solution.

Nationwide plans to continue using Pega, and collaborating with TCS to improve member experience and roll out the payment disputes capability to other business units in the coming months.

‘We have now successfully completed thousands of consumer Visa dispute claims and have finally been able to retire our legacy forms system,” said Martin Watkin, product owner, payment CIO, Nationwide Building Society. “With this digital transformation, our member facing colleagues are able to consistently deliver an excellent experience in a simple and straight forward manner that is also hassle free for colleagues in operational areas.”

“In today’s environment, it is crucial to streamline resolution of critical customer issues such as payment disputes and reduce the effort of servicing and operations staff,” said Steve Morgan, banking industry market lead, Pegasystems. “Nationwide Building Society has demonstrated success with Pega by intelligently automating processes, retiring legacy systems, and saving both members and staff time. Nationwide will reap the rewards of their technology modernisation efforts, with the ability to more rapidly respond to future regulatory changes and evolving payment trends.”

TECH NEWS RELATED

Huawei Mate 50 series launch date – HarmonyOS 3 global launch is here

Chinese manufacturing giant, Huawei, is getting set to unveil the Huawei nova 10 series. Due to the ban on Huawei, the company now releases one Mate, or one P series each year. Last year, the company unveiled the Huawei P50 series on July 29th. If all goes according to plan, ...

View more: Huawei Mate 50 series launch date – HarmonyOS 3 global launch is here

Israeli Tech Start-up Camero-Tech's AI-Powered Xaver 1000 Allows Operators to See Through Walls

According to reports, a new Israeli military technology allows users to detect items and persons behind barriers by employing an AI-based tracking system. This is expected to be an innovative addition to the armed forces’ set of equipment in the coming years. According to a press release issued by Camero-Tech, an Israel-based image solutions ...

View more: Israeli Tech Start-up Camero-Tech's AI-Powered Xaver 1000 Allows Operators to See Through Walls

Weird Alibaba EV 2022: This Electric Van Has an Airport-Style Truck Design! Will You Buy It?

Alibaba’s new weird EV this 2022 might confuse you. It looks like a flatbed truck, but it is also not at the same time. (Photo : Screenshot from Alibaba’s official website )Alibaba’s Weird EV 2022: This Electric Van Has an Airport-Style Truck Design! Will You Buy It? The Chinese e-commerce ...

View more: Weird Alibaba EV 2022: This Electric Van Has an Airport-Style Truck Design! Will You Buy It?

Toyota pressures Japan to raise efforts on infrastructure for EVs

According to recent reports, Toyota successfully put pressure on the Japanese government. The Japanese government made it clear in a policy document that it will give equal support fo hybrid and pure electric vehicles. Toyota President Akio Toyoda, who also chairs the industrial group of the Japan Automobile Manufacturers Association ...

View more: Toyota pressures Japan to raise efforts on infrastructure for EVs

Shop iPhones, Pixels and More Starting at Just $130 This Week at Woot

These previous-gen phones have plenty to offer, and right now you can grab select models for hundreds off original prices.

View more: Shop iPhones, Pixels and More Starting at Just $130 This Week at Woot

Apple's First Mixed-Reality Headset May Sport New M2 Processor

New headset featuring both virtual and augmented reality environments is part of a "deluge" of new products reportedly coming in the next year.

View more: Apple's First Mixed-Reality Headset May Sport New M2 Processor

Loco launches ‘Legends’, India’s first NFT platform for esports

ETtechGame streaming and e-sports platform Loco is set to launch a new platform that will allow fans to own and trade e-sports collectibles through non-fungible tokens (NFTs).The platform, Loco Legends, will partner with 50 of India’s most popular e-sports teams and allow fans to buy and trade in virtual collectibles, ...

View more: Loco launches ‘Legends’, India’s first NFT platform for esports

Roe v. Wade Overturn Has Women Health Tracking Tech Pushing for More Privacy

In reaction to the Supreme Court’s verdict that struck down the constitutional right to abortion, developers of period trackers and fertility apps are working on ways to anonymize user data. Health Tracking Apps Start Consumer Privacy Measures Due to Roe v. Wade Overturn A lot of women today use tech apps ...

View more: Roe v. Wade Overturn Has Women Health Tracking Tech Pushing for More Privacy

[RUMOR] Apple Set to Launch New M2 Mac Mini Models, Apple TV, iPhone 14, and More

Nothing Phone 1: why people are willing to pay thousands for an unknown smartphone

Former YouTuber Lindsay Ellis says she’s learning to live with the trauma of being ‘canceled’

The rockstars of Minecraft are giving teens something to root for online

Best phone gimbals 2022

Huawei MatePad Pro series tablets pass 3C certification

You Can Get Free Wi-Fi Anywhere in the World. Here's How

‘Overwatch’ Will Stop Working When Its Sequel Arrives This October

Michael Burry, Mark Cuban, and Paul Krugman Share Thoughts on Crypto Market Crash

New study shows why it’s actually good to drink a beer a day

BIS Asia Chief: TerraUSD Implosion Is Proof Stablecoins Can’t Function as Money

Apple expected to launch new HomePod in 2023

OTHER TECH NEWS

Top Car News Car News