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Award-winning digital journeys for NatWest Group

The Challenge

NatWest Group approached Paylink to develop end-to-end digital journeys segmented by product type, such as overdrafts, mortgages and credit cards. NatWest Group wanted these journeys to integrate with its AI chatbot, Cora, to give customers access to tailored outcomes.

The Paylink Solution

NatWest Group’s customers are now able to fully self-serve and securely upload personal information for agents to assess and offer suitable repayment plans. In addition, Embark can identify vulnerable customers so they’re offered tailored support.

The digital journeys allow customers to either request or extend a payment holiday. They can also quickly understand how much they can afford to pay if they wish to resume payments and agree the new repayment amount with the agent.

When a customer requires further support and assistance, they can be instantly and seamlessly referred to advice partner PayPlan for free debt advice.


NatWest Group’s digital journeys won the Innovation in Collections & Recoveries category at the 2020 Credit & Collections Technology Awards. Judges were impressed with the evidence of great customer feedback and how the journeys provided an excellent response to support customers affected by the pandemic.

What NatWest Group said

Chris Laverick, Head of DMO Supplier Management at NatWest Group, said: “The introduction of Paylink Collections is not only efficient, but more importantly allows customers to self-serve if that’s their preferred choice, and it can be done out of hours, which is working well for the customer. Introducing CRA and Open Banking makes it easier and quicker for customers to get a full view of their financial statement, which they can also download for future use.”

What Paylink Solutions said

Susan Rann, CEO of Paylink Solutions, said: “We’re delighted the online tool is now being used by NatWest customers and are really proud of being able to help those who often feel too ashamed or embarrassed to seek debt advice. We developed NatWest’s solution so customers can access advice 24/7 in a quick and convenient way. This is the start of a great new partnership which will benefit NatWest and its customers through the use of new technology.”