NatWest launches video call option for SMEs


Bank introduces new video banking option for SME customers to complement face to face, telephone and digital banking channels

New channel ensures secure, fully recorded and compliant conversations
NatWest is to launch a new video banking channel which will allow their business customers to hold a secure, pre-arranged video call using a mobile device, tablet or PC. Customers can hold calls with multiple participants using the new feature, allowing additional members of staff to join the conversation, or for their NatWest relationship manager to join for continuity. 
The lender’s new video banking team will provide a number of services to customers, including international trade and cash management, and cash, cards and liquidity products, with a breadth of knowledge spanning across the bank’s entire business offering. 
The new service also allows the bank to hold a complete, secure record of every customer interaction for risk and regulatory purposes, compliant with GDPR regulations.
The improvement was developed in partnership with Zoom, a San Jose based tech company that offers remote communications services using cloud technology, after the bank initially worked with them to introduce remote video conferencing across its 70,000 staff, before beginning work to introduce the option for customers.  
NatWest has introduced the new channel to complement their network of Relationship Managers based across the UK, telephone advisers, and award-winning mobile and online banking options. It will initially be trialled with a limited number of customers, with the bank hoping to roll it out further in 2019. 
Paul Thwaite, head of sales, specialist businesses and business banking at NatWest, said: “We are continuing to invest in innovative and useful digital solutions to make banking easier for our customers, and with this trial showing positive initial results and encouraging customer feedback, we hope to be able to roll out video banking to all our customers, providing them with further choice and flexibility and making it easier for them to focus on running their business.”
The innovation marks the latest move from NatWest in its investment in digital improvements for its Business customers. In May, the bank returned to the merchant acquiring space with its launch of NatWest Tyl, whilst its standalone digital loans provider Esme Loans announced it had achieved £50m of lending to UK businesses. The bank also added to its high street presence when it announced the opening of six shared business banking branches around the UK, in conjunction with Lloyds and Barclays.