Case Study:
In 2018, NatWest adopted Qudini’s appointment booking system within key locations across the branch network to enable their retail banking customers to get in touch with the bank in ways and times that suited them.
In 2018, NatWest adopted Qudini’s appointment booking system within key locations across the branch network to enable their retail banking customers to get in touch with the bank in ways and times that suited them.
As an innovative retail bank that strives to make banking effortless for customers, NatWest wanted an effective booking system which was simple to use. The system had to allow customers to book appointments via their preferred channel, and allow colleagues to manage each channel and customer journey with ease.
One of the main objectives for NatWest was to improve the customer experience, and increase access to community bankers, who visit customers at home and within the community. It allows community bankers and branch colleagues to schedule future appointments for preferred dates and locations through an intuitive calendar interface.
Qudini software sends confirmation and reminder text and email messages, helping to ensure customers know when and where their appointment will take place.
Branch colleagues can add customer details to a digital queue, which provides an estimated wait-time. They have the option to sit comfortably in the waiting area, or if wait times are longer than usual, customers can leave the branch and be alerted by text message when their appointment time is due.
All of these additional features allow NatWest to put customers first, and make appointment booking simple and convenient.
Learn how Qudini powering the Specsavers store of the future:
“Qudini has enabled us to have a much more pleasant customer experience in the store and we can definitely see that we’ve had a percentage growth in terms of revenue.”
“The footfall analytics and the task management analytics that we get from Qudini has really helped us to understand how the stores are actually planning time and utilizing the people in-store. It also gives us some really clear insights into when customers are coming in and what they want.”
“For us it’s all about retention. And Qudini allows us to give that value add to ensure that we are giving the best possible experience for customers at the start and end of their journey.”
“Without Qudini, I would feel a lot less in control than I do right now. But I know exactly what is going on in my store and it helps me lead my team a lot better and it gives me the time to be able to do that.”
“If Qudini was taken away from the store, I am not exactly sure how we would cope. I wouldn't even want to imagine life without Qudini."
“Learning to use Qudini is really, really simple. The steps are really easy. The user interface is really simple. It took me about half a day to learn how to utilize all the services.”
“If you are looking to improve your customer experience and increase sales then this is the best company to get in touch with. Qudini provides clients with the best possible solutions to uplift their current business set-up to new heights. Highly recommended!”
“We’ve been working with Qudini for a number of years now. We went through a robust selection process looking at the global industry leaders and we found that the flexibility and the speed at which Qudini worked really allowed us to roll forward with what we have now.”
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