WEBVTT

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TCS has been our strategic partner for
probably 2 decades now,

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and they're a very,
very important part of our fabric.

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And so we really respect and value the
partnership.

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Most recently,
they've been amazing and helped us get

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out of a very difficult situation as it
related to customer communications.

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So customer experience and engagement is
really, really important for nationwide.

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What do I mean by that?

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It's really important for us to actually
tell our customers, hey,

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we understand your needs.

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Using a whole raft of marketing platforms,
push notifications, statements.

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TCS is a strategic partner that plays a
crucial role in looking after customer

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engagement.

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So a couple of years back,
we had a challenge.

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The statement production engine was
almost coming to a grinding halt for us,

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so customer experience platform didn't
exist as a function.

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So TCS helped us to set this up quite
rapidly,

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bring in the right set of resources,
skills to the party.

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TCS had a lot of capabilities in making
sure that they understand how statement

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production,
for example worked and in about a span of

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six months they very quickly use their
skills to actually rescue the situation.

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Speed of execution was important in this
case.

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To give an example,
we migrated the customer communication

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platform from a third party vendor.

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We were able to land the new platform do
about 38 million prints annually to 50

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million SMSS and TCS were quite
instrumental in in getting this done in a

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span of three to six months.

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So especially when we are designing this
particular system along with nationwide,

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you know,
we not only thought that what features we

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are going to roll out,
but how resilient this particular system

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would be.

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We brought our contextual knowledge,
TCS contextual knowledge,

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we brought our sense of excellences
together along with nationwide business

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understanding and outcomes.

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So the system which is designed was not
only able to tick the boxes for customers

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need,
but also make sure that we are able to

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make this resilient feature proved and
built to last.

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So we're very excited about what we can
do as a mutual across society,

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starting with retail,
which is our heritage and now extending

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into SME customers nationwide as a mutual
only service,

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retail customers until the acquisition of
Virgin Money.

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And now Virgin stand alone does about 4%
market share on SME customers.

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And we're very,
very excited about how far we could take

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that proposition.

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TCS is completely committed to
Nationwide's growth agenda,

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integration with Virgin Money and
transformation.

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We are really proud to be a partner to
Nationwide because it's not just the

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digital, the innovation,
the technology work.

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We have a very good alignment in our
business ethos.

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They being a mutual,
we being a Tata Group company.

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So it's a very,
very proud partnership for us.