Digital Transformation: Natwest, Accenture, Microsoft to Replace Outdated Frontline Architecture

NatWest announced that it is working cooperatively with Accenture (NYSE: ACN) and Microsoft (NASDAQ: MSFT) in order to build an innovative client engagement platform that will aim to replace its multi-system, legacy frontline architecture.

As mentioned in the update, the platform will aim to integrate all of NatWest’s front office systems across its contact center and branch networks, customer messaging, video banking and complaints channels onto a single, all-digital platform through Microsoft Dynamics 365.

At first, the bank is introducing an appointment booking service that is set to significantly reduce appointment booking times by as much as 75% and allow NatWest staff to conduct more than 6,500 additional meetings.

Wendy Redshaw, Chief Digital Information Officer, retail banking at NatWest said:

“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.”

Nina Raphael, Managing Director in Accenture’s UK financial service practice added:

“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. This is particularly crucial given the financial challenges that many in the UK are facing with energy price hikes, bigger bills and tax increases. The prominent role of banks in helping customers navigate these challenging conditions is growing and improving digital capabilities will significantly free up NatWest staff to focus on providing support in these times of financial difficulty for many.”

Rob Smithson, business applications lead at Microsoft UK, noted:

“By combining the expertise of Accenture and the power of Microsoft’s Dynamics 365 platform, NatWest can deliver exceptional customer experiences, building value and loyalty through deeper customer insights and relationships. This provides NatWest with a strong digital foundation that places customers at the heart of their business, allowing them to deliver the right products and services to the right people.”

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