NatWest is building a new customer engagement platform with Accenture and Microsoft.

The bank said the platform will replace its multi-system, legacy frontline architecture.

It will bring together NatWest’s legacy front office systems across its contact centre and branch networks, customer messaging, video banking, and complaints channels into a singular digital platform.

“Over eight million of our customers are regular users of our market-leading mobile app and alongside this our colleagues are there for important moments,” said Wendy Redshaw, chief digital information officer, retail banking, NatWest. “Our investment in integrating all of our colleague support tools onto one, digital platform will enable our staff to really focus on delivering personalised support for each and every one of our customers at every stage of their lives.”

During the first stage of the bank’s digital transformation, it is launching a new appointment booking service. It will replace its multiple systems with a single booking platform that will be accessible to employees and directly to customers.

NatWest said the move will reduce appointment booking times by up to 75 per cent.

“The creation of a single digital platform to support all of NatWest’s customer service and support functions will not only improve speed and efficiency of service, but it will enable many more hours to be dedicated to the human side of banking,” said Nina Raphael, managing director, Accenture UK financial service practice. “This is particularly crucial given the financial challenges that many in the UK are facing with energy price hikes, bigger bills and tax increases.”

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