At NatWest,
we are responding to the needs
of all our customers
and building a relationship
bank in the digital world,
for all the moments that matter.
Our purpose is to champion potential,
helping people, families and businesses to thrive.
As one of the UK's
leading financial services institutions
our 14,000 front-line colleagues
look after 16 million customers
across 50 million human customer
interactions in our mass market business.
Like all big incumbent banks,
NatWest has a vast
array of legacy
applications and tools. To answer
any one customer
inquiry will require multiple screens
and platforms,
switching between different screens,
different logins.
Colleagues, even when they want to,
are not always able to resolve issues
at first point of contact.
And lastly, a huge amount of time
and energy is put into managing
these legacy platforms,
both costs and risk management.
We needed a cutting edge
customer engagement platform
to modernise customer experience across
all of our business areas.
In the end, Microsoft Business
Applications with Microsoft Dynamics 365
Customer Service at the core
was the only clear choice.
The key features we're using in the Microsoft
Dynamics product sets
are all the pre-built
full view of customer screens
that allow us to bring all the right,
pertinent
information about customers
in front of a colleague in one place.
We love the modern interfaces. Intuitive,
it's easy to use.
Everything has the same look and feel
from our emails to the dashboards.
It gives us so much more
than our previous system. And one desktop
allows colleagues from across business
areas to easily manage
and execute customer requests.
In NatWest and the mass market business,
we have 700,000 appointments that happen
every year.
Previously, we had five legacy
applications running these appointments.
Where we are now is one application,
one set of screens
where colleagues from across the bank
are able to book an appointment
with each other with ease,
and many of the manual processes
are now automated.
At NatWest, our transformation is geared
towards making us the best of digital
and the best of human,
where we have the most qualified
workforce delivering excellence
to our colleagues and customers,
increasing customer interactions year on year.
We're well on our way to achieving that,
and we couldn't
be there without Microsoft Dynamics
365 Customer Service.
It's an exciting time for us.