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Leeds Building Society

By far the biggest improvement is in customer service, exactly where we wanted the results. We are processing applications faster and customers’ waiting time has reduced. Files can be called up instantly and everyone knows where documents are on the system.
Susan Horn
senior business analyst - Leeds Building Society
Leedsbuildingsociety

Leeds Building Society reduced mortgage application processing time by 23% using mstore.

Outstanding customer service is critical to Leeds Building Society. Despite year on year growth, they had already achieved an excellent turnaround time from application to mortgage offer of 11.4 days. The challenge was - could this be improved?

Susan Horn, senior business analyst, explained: “Mortgage applications are notoriously difficult to digitise. Forms need to be completed by hand with signatures, proof of ID and so on. You can’t just key this into a desktop. A constant flow of paper passed between branches, head office and the mortgage processing centre and had to be matched to the mortgage application file.”

A new digital workflow was designed to control the processing of mortgage documents so that everything was done electronically.

Susan Horn is enthusiastic about the outcome: “By far the biggest improvement is in customer service, exactly where we wanted the results. We are processing applications faster and customers’ waiting time has reduced. Files can be called up instantly and everyone knows where documents are on the system.”

The workflow pilot has been rolled out across the business without teething problems. The system has created 10% more floor space as paper documents have been converted to electronic files. The time from application to mortgage offer has reduced by 23% and customers have complimented the speed of service.


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