About Nationwide

As the world’s largest building society, Nationwide serves over 16 million members. Unlike traditional banks, it’s owned by its members, not shareholders, and is recognised for its commitment to ethical business and excellent customer service. 

The Challenge: Limited Visibility, Complex Reconciliation & Lack of Engagement

Nationwide struggled with a lack of transparency around its mail services and associated costs. This made budgeting and reconciliation highly complex and time-consuming, reducing operational efficiency and financial oversight. Challenges experienced included:

• Operational issues were not consistently reported or resolved in a timely manner.

• Equipment and vehicles fell below expected quality standards.

• Lack of engagement on industry best practice sharing or proactive suggestions for efficiency and process improvements.

The Solution: End-to-End Mail Management with Whistl

Whistl implemented a comprehensive, data-driven mail management solution designed around Nationwide’s specific needs:

• Full transparency of services and associated costs.
• Clear, weekly invoicing in tailored formats to integrate with Nationwide's finance systems.
• Dedicated account management, including access to subject matter experts for ongoing guidance.
• Proactive support managing large-scale projects whilst liaising with 3rd parties, offering tailored solutions and fast issue resolution from a responsive team.
• Reliable and timely collections, in well-maintained vehicles, that support seamless day-to-day operations.

Continuous Control & Insights

Whistl’s approach created a platform for smarter decision-making:

• Regular MI reporting to support performance tracking and strategic planning.

• Market benchmarking and industry updates to inform future improvements.

• Scalable services designed to flex with changing demand and volume spikes.

• Increased confidence in spend management and mailing expertise within Nationwide.

The Results: Major Cost Savings and Operational Uplift​

From day one of the transition, Service Tracker has continuously operated at ‘Green Status’, the highest performance rating, with Whistl regularly meeting or exceeding performance targets. Switching to Whistl’s solution delivered rapid, measurable results:

• Over £2.5 million in savings within the first 10 months.

• Enhanced cost visibility across a £34 million+ annual mail spend.

• Significant time savings for finance and operations teams.

• Improved agility and responsiveness across business units.