Qudini on cue for NatWest’s cute queue service
NatWest has become the “first” bank to trial new technology from the great Qudini to let customers escape queues and schedule appointments from their phones.
The service has been trialled in 51 branches across the UK, Isle of Man and Channel Islands. The trial has 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 these bankers to book appointments with their customers, who can then amend or cancel their appointment at any time using their mobile phone.
Annamaria Jatta, NatWest’s Innovations Lead, says this allows customers to “bank at a time and location which best suits their hectic schedules”.
The bank also uses the software to support its telephony service, to provide NatWest customers with advice for products such as loans and mortgages. This has led to a 28% reduction in the number of missed appointments.
Qudini is a cloud-based platform. It also works with O2, Telefonica, John Lewis, Thomas Cook, the NHS, Honest Burgers, Hoppers, and the Diner. That’s a lot of queues being quashed in a lot of different sectors.