Nationwide Building Society is deploying a Web-based Mortgage Application Tracking System (Mats), designed to automatically alert customers and intermediaries to status changes in their applications.
The Mats package is one a raft of financial status-tracking packages developed by Bedford-based Evolving Media. The system can be set to deliver progress reports on mortgage applications via text messages and e-mail alerts.
Nationwide says a pilot run of the programme reduced inbound and outbound chaser calls by about two-thirds.
Nationwide’s Tina Hetherington says: "Mats significantly reduced time spent on call answering and processing capacity and improved the overall member experience."