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Newcastle Building Society taps Upland Software to analyse real-time customer emotion

Source: Upland Software

Upland Software, Inc. (Nasdaq: UPLD), a leader in cloud-based Enterprise Work Management software, today announced Newcastle Strategic Solutions, the UK’s leading savings technology and service platform and subsidiary of Newcastle Building Society, has deployed the Upland Rant & Rave Voice of the Customer platform to improve its user experience with the aim of offering more choice and functionality within its savings technology and service management offering.

This commitment to voice of the customer was recently recognised at the Engage Awards, with Newcastle Building Society taking home the award for ‘Best Use of Voice of the Customer’.

The system is being rolled-out as part of a strategic digital first approach to enhance Newcastle Strategic Solutions’ offering to its clients and their customers through the adoption of emerging technologies – in this instance a real-time Voice of the Customer solution utilising intelligent natural language processing and sentiment analysis capabilities. Newcastle Strategic Solutions’ will use the platform to gain instant access to customer feedback and sentiment, enabling richer insight into what delights customers and how the already excellent customer service can be further improved.

Currently, Newcastle Strategic Solutions responds to more than one million contacts per year in their customer service centre based in the North-East. There is a considerable amount of feedback that needs analysing and processing in order for colleagues to be empowered to provide the best service possible, which the new system will provide. Using the platform, Newcastle Strategic Solutions is able to analyse customer sentiment to determine satisfaction levels, and understand key concerns and improvement opportunities as they arise.

Newcastle Strategic Solutions manages savings accounts on behalf of some of the UK’s leading retail savings providers, including challenger banks, building societies and financial institutions. It is a developer of technology for the management of online savings. It continues to invest in its platform to help its partners succeed in a digitalised future and ensure that customers can securely manage their savings online.

Philip Grand, Managing Director at Newcastle Strategic Solutions commented: “Our priority is to provide exceptional customer experience. Using the platform will allow our clients to gather valuable customer insight on the service being provided, understand customer sentiment and react to improvement opportunities more efficiently. This wouldn’t be possible without technology and is part of a digital first effort to enhance the business through best in market technology, such as Rant & Rave.

Jed Alpert, EVP & GM of CXM Solutions at Upland Software also commented: “Newcastle Strategic Solutions is transforming the savings market by offering managed solutions that support and meet the expectations of UK savers. As a business they understand that this starts with a strong understanding of their customer so they’re able to provide the best possible experience. We’re looking forward to supporting them to turn real-time customer sentiment into insight that can guide and improve operations.” 

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