Scenario
When navigating a Nationwide servicing experience, it’s common for members to have questions or concerns.

When this happens, they’ll often seek out assistance from distribution professionals. Though they want to help, professionals can’t always see the same digital experience Members can and it can be difficult to support them. It can also occur with correspondence where a member receives something in the mail that a professional is unaware of. These discrepancies in the experience can translate to effort for the professional and member alike. And for Nationwide, this can result in call volume to support them both.  

Professionals aren’t always able to view the same screen a member is seeing, making it difficult to provide seamless support.

Providing a ‘view’ option within the web experience that lets professionals see exactly what their clients are looking at would make these moments more positive and less frustrating for all concerned. Notifying professionals of the correspondence a member receives would proactively equip them with information to guide their clients well. Efforts that sync up professionals with a member’s experience will help them deliver great service.

Takeaways
1
Professional and member experiences can differ
2
Varying experiences make it difficult for professionals to support their clients
3
 Professionals need working knowledge of what members experience
Customer
Professionals
Organization
Enterprise, Nationwide Financial, Property & Casualty
Core 4 Experience
Manage
Principles
Reassuring, Personal, Effortless
Goal
Providing superior client service