Why was Legado needed?

• Scottish Building Society recognised the urgent need to modernise its member communication and engagement processes. Traditionally reliant on paper-based interactions, the Society faced escalating costs, inefficient workflows, and a lack of visibility into member interactions—critical for Consumer Duty compliance. 

• Moreover, retaining members across mortgage and savings products was becoming increasingly difficult. The Society needed a branded, secure digital experience to improve engagement, reduce churn, and empower members with self-serve options. 

The Society sought a secure, digital-first approach that would enhance engagement, improve retention, and streamline operational processes. 

What did we do?

White-Labelled Digital Vault & Interactive Hub

• Provided members with a secure, centralised space for all communications, from mortgage offers to AGM notices. 
• Integrated omni-channel notifications, ensuring members stay informed and engaged. 
• Enabled robust engagement analytics to track Consumer Duty compliance. 
  

Customer Retention Portal 

• Transformed mortgage switching with a fully branded self-serve experience, allowing members to explore and switch products at their convenience. 
• Empowered members to manage their retention journey, choosing suitable mortgage and savings options with clear, transparent information. 
• Reduced internal processing costs by minimising manual mortgage switch requests.
  

Streamlined Customer Servicing & Personalisation 

• Created automated, secure communication workflows tailored to different customer segments. 
• Ensured secure, encrypted document management, improving trust and regulatory alignment. 
• Enhanced member retention by simplifying renewal and engagement processes. 

The impact & results

• Elevated Customer Experience – Members gained a seamless, digital-first experience, reducing friction in engagement. 
• Increased Retention – Empowered members to manage mortgage and savings transitions independently, driving long-term loyalty. 
• Enhanced Security – Fully encrypted digital communications ensured compliance and member trust. 
• Optimised Engagement – Omni-channel notifications increased response rates and interaction levels. 
• Operational Efficiency – Reduced administrative burden and costs by replacing paper-based communications. 
•  Regulatory Compliance – Provided a robust, data-driven approach to Consumer Duty evidencing. 
  

Through its partnership with Legado, Scottish Building Society has successfully transformed its customer communication and retention strategy, ensuring a secure, seamless, and engaging digital experience for all members.