Nationwide Financial Services Inc. has started to use a customer service system from E-Glue USA Inc. to help customer service representatives assist callers.

The e-Glue InterAct system can give reps at Nationwide Financial, Columbus, Ohio, customer-specific information during a telephone call and use information from the call to tell the reps what to do next, according to e-Glue, Hoboken, N.J.

During a pilot phase, reps using the system were 22% more accurate in routing asset retention cases than the reps in the control group were, e-Glue says.