Leeds Building Society
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 for Arena 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."
Arena was asked to produce a pilot to prove a digitised and streamlined process would deliver benefits. They wrote a new workflow to control the processing of mortgage documents so that everything was done electronically.
Susan Horn is enthusiastic about the results: "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."
