We created a customer apply and servicing solution for Dudley Building Society using Interact technology, launched at the end of January 2021.
Existing members who once relied on branch-based services, form-filling and wet signatures could now register for online services such as personal accounts, new product applications, money transfer facilities, as well as the ability to deposit funds from a debit card or nominated bank, create savings goals, manage mortgage accounts and more, all from a personal dashboard. And new customers could more easily register to become a Dudley Building Society member.
“ieDigital had a different way of approaching things,” says Lorraine. “They had a fresher way of thinking about issues and applying solutions. We needed a little bit of hand-holding because we’d never done anything like this before.”
We created a working relationship with Dudley that was flexible, adaptable and realistic. With no prior experience of managing a digital project of this scale, the building society considered every possible angle with their customers in mind. We worked with Dudley through every phase, maintaining an agile approach to adapting to new scenarios and challenges as they came up.
“This meant the timeline dragged on a little,” says Lorraine, “but I think we had to go through that process to make sure we were making the right decisions. Having many conversations along the way was the right thing to do, making sure that ideas were worthy of being in scope or not.”
With some experience of having seen other building societies launch “with a big bang” only to see their service fall over, Dudley opted for a phased launch. This meant having a small group of employees and close customers use the online digital service for a month to generate feedback before putting it into the public domain.