The Darlington Building Society is moving to the next stage of digital transformation with the goal of delivering more to existing customers and attracting new ones.
Building-and-loans have traditionally restricted online services to their customers, but will change this through a partnership with FinTech ieDigital.
Through ieDigital’s customer interaction platform, building-and-loans can make services available through multiple channels, including smartphones.
Chris Hunter, chief operating officer of the Darlington Building Society, said the organization isn’t doing much online right now, but prioritizes changing it as customer expectations grow.
According to Hunter, building-and-loans now have an online feature that allows customers to view transactions and make payments faster, but there is no integration with the system and customer actions are automatically completed. plug. “Traditional building-and-loan customers are often considered older, but this is changing and we want to attract customers with different demographics to stay relevant in the market.” He said.
Initially, financial companies want to open more accounts online in their spare time, rather than being restricted when existing customers are opening branches. Then increase the number of customers by attracting mortgage customers online.
The Building and Loan Union currently has nine branches in northeast England, 80,000 savings accounts, 9,000 national mortgage clients and 170 staff. With a small IT change team of about 15 people, the IT team works closely with IT suppliers such as ieDigital to achieve their transformation goals.
The first digital transformation was the development of a new mortgage broker platform, investment in core infrastructure, and implementation of a new telephony system.
Your organization is now ready to create services for your customers. Provides d using ieDigital’s platformAn igital banking service that works on desktops, tablets and mobile devices.By the end of the first quarter of next year, IOnline services will be mobile-enabled using the features of the mobile app. The platform improves existing members’ account opening, enables new members to be onboarded online, and offers self-service options for mortgage and savings accounts.
According to Hunter, these improvements are very important and customers are demanding multiple service channels. “According to our research, all customers, including customers over the age of 65, prefer mobile apps first, websites second, and branches third. But there are three challenges. Everything is needed. “
Covid-19 pandemic followed by blockage Boosting the spread of digital financial services It was a call to awaken the IT team of the Darlington Building Society. They soon realized that their current settings couldn’t meet customer demands for online services.
During the pandemic, customers gave the organization room to adapt to new ways of working, according to Hunter, but this “soon disappeared” as the pandemic eased and transactions increased.
“The pandemic has shown the importance of resilience and flexibility in the way we serve our members,” he added. “We are proud to have chosen to keep our branches open, expand our customer care team throughout the crisis, and maintain the high level of service that our members are accustomed to.”
In addition to front-end customer technology, building-and-loans are undergoing major infrastructure upgrades. “We have a cloud-first strategy going forward,” Hunter added, adding that the current asset is a private data center. “Currently, about half of our back office infrastructure is in the cloud and will be fully operational by the end of this month.”
Darlington Building Society is investing in a digital transformation platform
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