
In order to increase customer satisfaction and reduce journey times, NatWest set out a radical plan to eliminate paper, postal delays and unnecessary branch visits from journeys.
As part of their vision to ‘serve customers well’, NatWest conducted a thorough examination of their telephony mortgage application processes, and found:


NatWest partnered with Vizolution to transform their telephony mortgage journey. Branded ‘DigiDocs’, the new journey used Vizolution’s platform to combine self-serve and agent-assistance.
Journeys were transformed in 3 ways:
The Impact



The Impact



Awards for this project

Awards for this project
