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.

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"We know customers want to be able to open accounts at a time and a place that suits them and not have to worry about sending precious ID documents in the post or taking time out of their day to go to a branch. That’s why we’re making it easier, safer and faster to open accounts, allowing customers to get on with the things that matter."

Frans Woelders
Chief Digital Officer at NatWest