Nationwide launches telepresence system for remote mortgage applications

Nationwide Building Society will enable consultants to deliver mortgage services to customers remotely with the rollout of a telepresence system from Cisco next year.

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Nationwide Building Society will be using telepresence technology to offer customers remote mortgage consultations as of next year.

It will be using Cisco’s Remote Expert system to reduce wait times for mortgages and to ensure customers don’t have to travel further than their local branch to get an appointment.

Nationwide currently only has 400 mortgage consultants for its 700 branches and it hopes that the telepresence kit will allow it to meet demand without having to boost staff numbers.

The building society claims that it will offer customers the same fully compliant mortgage appointment that is available in branches by connecting to a specialist in its Northampton contact centre via a high definition video link and shared screen.

The technology has been on trial in six locations in the UK, with 93 percent of customers reporting that they believed it was a good or excellent replacement to a face-to-face meeting, the bank claimed.

Nationwide aims to make the technology available in 60 locations by spring 2014, claiming to be the first bank in EMEA to do so.

"The trials have gone very well and we've found customer feedback overwhelmingly positive,” said Graeme Hughes, Nationwide's group director distribution. “We interviewed customers from all walks of life, young and old, and 93 percent rated the service as good to excellent as a face-to-face replacement.

"Our eventual aim for Remote Expert is for a full roll out across our branch network to include our entire product range."