

NatWest looked at ways it could utilise technology to empower its customers to be able to do more, whilst still being able to offer human assistance when needed.
NatWest decided to simplify and improve its bereavement notification journey. Several pain points were identified and found to be lengthening journeys and causing customer frustration:


Using NatWest’s DigiDocs solution, based on Vizolution’s technology, the bereavement notification journey became fully self-service, and able to be initiated via telephony or in branch.
NatWest has improved the efficiency of the process, which has led to a dramatic reduction in journey time, from 27 days to 2 days in some instances.
The Impact


The Impact

