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Nationwide Building Society

Business Department: Operations, Print/Copy Centre
Service Offering: Document Production and Publishing Services

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Nationwide Building Society is the world's largest Building Society and one of the United Kingdom's leading financial service providers. The company boasts over 10 million customers and total assets of £85.4 billion. Given problems industrywide in delivering accurate printed communications that meet regulatory requirements, Nationwide decided to review its document processes and identify areas for improvement.

The Challenge
Nationwide's challenges included the need to:
  • guard against member account miscommunication and the associated fallout – penalties imposed by regulatory authorities, loss of member trust, and damage to the Nationwide brand
  • upgrade the existing processes for producing member communications.
The Solution
To meet Nationwide's challenges, Xerox devised a strategy to:
  • implement an Automated Document Factory (ADF) to manage production of customer communications
  • educate all employees about the benefits of the ADF and its positive impact on Nationwide
  • establish an integrity process to ensure each mail piece is printed and enveloped correctly.
The Results
The Xerox solution produced the following key benefits for Nationwide:
  • provided the ability to manage its member communications' print and mailing process with complete integrity
  • validated and corrected postal address information and merged batches to take advantage of postal discounts
  • improved the ability of customer call center agents to answer questions about mailings by enabling them to retrieve exactly what was sent.