Challenges
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High communication costs driven by a reliance on paper-based correspondence.
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Lack of visibility into member interactions, making evidencing Consumer Duty compliance challenging.
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No digital experience for members, limiting engagement and retention.
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Inefficient mortgage and savings retention processes leading to lost opportunities.
Solutions
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Interactive Hub & Digital Vault: Fully digital, trackable, and secure communications platform.
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Consumer Duty Compliance: Provided real-time engagement analytics to monitor and evidence customer interactions.
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Customer Retention Portal: Introduced a seamless, self-serve mortgage and savings retention and engagement experience.
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Omni-Channel Notifications: Ensured members never miss critical interactions via email, SMS, and portal alerts.
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Operational Efficiency: Eliminated the reliance on paper, reducing costs and administrative burden.
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.