Nationwide Building Society – Building Legendary Service
Darren Marsden, Head of Enterprise Command Centre (ECC) at Nationwide talks about what it takes to deliver legendary service and protect IT availability at the world’s largest building society.
Nationwide has around 700 branches, 18,000 employees and 15 million members. As more and more members turn to Nationwide’s digital proposition to manage their finances, any downtime can be a major frustration for them.
Constantly looking for early signs of service degradation or technical service issues the ECC is the eyes and ears of Nationwide’s IT operation. Their mission is to ensure availability of the IT services members rely on – when they need them – 24/7.
In a major overhaul of the ECC’s IT operations management systems, Interlink Software delivered interactive real-time reporting and monitoring dashboards across Nationwide’s platinum service lines, enhanced their capability to respond to failures before member impact occurs and continue the trend in reducing major incidents.
“Working with Interlink Software has enabled us to totally transform the ECC’s service visualisation dashboard capability, with our new video wall giving us a comprehensive view of service health across key critical services.”
Darren Marsden, Head of Enterprise Command Centre, Nationwide Building Society