Case study: NatWest achieves reduction in account opening times and fraudulent applications

When we began working with NatWest, a significant number of customers were failing initial database checks to confirm their name, address and date of birth. The legacy process in this situation – involving customers being sent an email asking them to upload ID documents or come into a physical branch with identification – took days and involved multiple interactions across multiple channels. The result was a high percentage of applications stalling and ultimately being abandoned.