Case Study: Nedbank Private Wealth

22 January 2020  |  Peter Reading

This week we sat down with Beckie Williams, Head of Client Propositions and user of Qwil Messenger.

Can you tell us a little about Nedbank Private Wealth?

Recently voted ‘Best UK Private Bank’ for the fifth year running in the City of London Wealth Management Awards, Nedbank Private Wealth’s purpose is to protect our clients’ wealth, advise them with integrity, and make their lives easier. We are the only full service boutique wealth management business in the UK and offshore islands, offering wealth planning, discretionary wealth management, and investment, fiduciary and banking services to discerning high-net-worth individuals, families and trustees. 

The service we provide is highly bespoke and tailored to meet your individual requirements. Before you establish a relationship with us, one of our private bankers will work closely with you, to build up a detailed understanding about you and what is important to you, considering your situation, your aspirations, and your financial requirements, in order to identify your key goals and objectives. We are pleased to say that a significant number of our new clients come to us from existing client recommendations.

Why did you choose to rollout Qwil Messenger?

We want to be at the forefront when it comes to technology enabled services for our clients, and we saw that Qwil Messenger could help differentiate our proposition in the market. We’re proud to be the first private bank to implement Qwil Messenger. Communicating effectively with our clients, in the way they choose to engage with us, helps us deliver an exceptional client experience. 

Qwil Messenger allows us to leverage the expertise from around our business, allowing our private bankers to bring in investment specialists, wealth planners and support teams on conversations with our clients. 

Qwil Messenger removes a lot of friction from the client experience that was caused by working around the limitations of legacy channels such as email and telephony.

You had an existing mobile banking app, and you chose to use a separate chat app for your business. How has this been received by clients?

Asking clients to download a separate chat app was potentially a challenge. However, this has not been the case. In fact, far from it. Clients understand that chat is a separate utility service (on mobile especially). They are already familiar with social media chat applications, but Qwil Messenger brings better functionality, designed specifically for business use, and of course is highly secure, which is very important to us and our clients.

How do you plan to leverage Qwil Messenger further in your business?

We are in the process of rolling out Qwil to be our preferred communications platform with clients. We are also working on integrating Qwil with our Salesforce CRM platform using Qwil’s out-of-the-box connector and exploring the automation potential. We aim to leverage the tool so as to maintain a high degree of intimate, digital connectivity with our clients that is unobtrusive and responsive.

How complicated was the setup and rollout process?

It was very straightforward. The team at Qwil Messenger have an extensive set of supporting implementation materials and have thought of everything, including the details of process and policy changes to support the introduction of a new communication channel. There is no complex configuration to be done, just a few simple steps and you can up and running on the system in a matter of days. As it is so simple to use, people just “got it”.

What has been the reaction from your clients and employees? 

Qwil ticks of lot of boxes for both staff and clients. Everyone loves how simple and intuitive to use the application is, and the fact that it can be used for so many things. Cybersecurity is a big issue for both us and our clients, and protecting our conversations is a huge advantage.

What would you say to your peers? 

Qwil Messenger can help you deliver great outcomes very quickly. Given that client chat is one of the most talked about things on the digital wealth agenda, I would ask you why you are not looking at Qwil Messenger for your business if you weren’t already.

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