Rewind It to move forward

A tool that provides a consolidated view of all customer interactions to help Barclays understand customer needs and have more meaningful conversations.

Colleagues from Barclays UK and Barclays Global Service Centre (BGSC) worked collaboratively to launch Rewind It, a tool that provides a consolidated view of all interactions that Barclays has had with the customer or client over the past 90 days. The contact history, whether in person, by letter, text, telephony or digital channels, allows us to better understands customers’ personal needs and requirements and have more meaningful conversations with them.

Rewind It can also help us to predict a customer or client’s potential dissatisfaction based on our previous interactions, and ensure they are happy with our services going forward. The tool is being used to create positive experiences for customers every day.

Client stories
One of our customers recently called our virtual channels team for some more information on how she could manage her accounts without going to a branch in person.

By looking at Rewind It, the service agent could see that the lady had several failed online banking (OLB) access attempts. On explaining this to the customer, our service agent advised that she usually logged in with a memorable word, but often forgot this information. The customer was delighted to know about other options and was excited to become more independent with her banking.

• On one of the calls, a customer happened to mention that he had been having some trouble navigating our interactive voice response (IVR) service. By looking at Rewind It, we could see that the customer also used Barclays Mobile Banking (BMB) on a daily basis, but was dialling the premier banking number manually when he needed to call us.
• Our service agent explained to the customer that the direct call function on BMB transfers him directly to the Premier team and automatically passes him through security. The customer loved the simplicity and was grateful when our service agent talked him through navigating the screens while still on the call.

Rewind It is a great example of the outstanding service we can deliver to our customers and clients, when BGSC and Barclays UK work collaboratively to build innovative solutions.