News & Blog

Nationwide Building Society - Bereavement

With a customer base of 20 million it is not surprising that organisations as big as Nationwide Building Society handle around 8,000 bereavement cases per month.

Dealing with these cases in a professional, businesslike, efficient yet sensitive manner poses its own problems, with regulators demanding probate submissions to be completed within ten days.

The MATS Bereavement deployment has now given Nationwide an integrated, seamless, multi level communication capability to manage the Bereavement process involving numerous departments.

MATS is used to log a bereavement case and communicate with each department where the bereaved has an account or an existing transaction. The department then accesses the solution, completes their task list within their particular service level feeding those results back to the central co-ordinating team.

The result is a much smoother process for the bereaved relatives with the business benefiting from a much more streamlined process measured by realtime business reports.