The service has already been trialled in 51 branches across the United Kingdom, Isle of Man & Channel Islands. The bank has partnered with Qudini, a London based technology Software Company, to improve customer experience via this new software. The trial has already led to significant increases in the number of appointments being made across community banking, telephony and in-branch banking services.

Qudini’s Appointment Booking software, which was rolled out in January 2018, has led to a 70% increase in the number of appointments for the NatWest Community Banker service. Qudini enables NatWest community bankers to book appointments with their customers, who can then amend or cancel their appointment at any time using their mobile phone.

The bank also uses the software to support its telephony service, to provide NatWest customers with more flexibility and options to access the support they require when seeking advice for products such as loans and mortgages. This has led to more customers being served at a location and time which suits them best, be that utilising technology at home, or in branch and this has led to a 28% reduction in the number of missed appointments.

Commenting on the software, Annamaria Jatta, Innovations Lead, said: “Across our branch network, we have beenworking with Qudini to strengthen the customer experience to allow customers to bank at a time and location which best suits their hectic schedules. We have seen a significant increase in the number of customers being served in-branch alongside an increase in the number of appointments being made across our telephony and community banking services.”

Since the introduction of Qudini software in branches, NatWest has been able to provide customers with live and accurate queuing times and advisor availability through a concierge service, enabling customers to bank at their convenience.

Commenting on the success of the trial, Jatta highlighted: "Since the introduction of Qudini, the in-branch customer journey has completely transformed. At peak times, customers are able to leave the branch, continue their day and return when they are next in line to be served.”

She also stated: “Working with Qudini has been excellent and straight-forward. We have a clear plan and we focus on testing, learning and improving customer experience together. Qudini are a great all-round company.”

Michael Burrows, MD Personal Banking North and Telephony Service said:

“Customers love the ability to book an appointment online and being kept up to date on that appointment via text message. This technology allows customers to work their banking needs around their day to day lives and busy schedules. We are helping more customers at first point of contact than ever before, which is great for customers and the Bank”.

Imogen Wethered, CEO and Co-Founder of Qudini added: “We’d always expected that financial services could be slow. But Natwest have been so fast, clear in their plans and very innovative to work with.”

The trial is the latest in a string of NatWest innovations which have been introduced this year.