Remote Expert Smart Solution helps Nationwide improve customer service while overcoming mortgage market competition.
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The Cisco solution has helped us improve customer satisfaction and staff efficiency while at the same time increasing mortgage sales. The business case in favor of the Cisco solution stacked up quickly.- Andrew Nation, Senior Manager, Future Customer Outcomes, Nationwide
Challenge
Do business at the customer's time of convenience, rather than when the institution can fit them in.
- Improve customer satisfaction
- Enhance access to experts
- Reduce loss of business to competitors
Solution
Introduce virtual face-to-face customer meetings using high-definition video.
- Cisco Remote Expert Smart Solution
- Cisco Services for planning, design, build, and deployment
Results
Nationwide established momentum in the market for mortgages due to immediate availability.
- 66 percent improvement in new mortgage business
- Double digit improvement in customer net satisfaction
- 66 percent reduction in cost of sale
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