The Progressive Building Society is one of the UK's ten largest building societies. As a mutual, it is owned by its members, so maintaining the trusted status of its brand and building strong relationships with its members are key priorities for the business.
Quality customer service is paramount, but at the same time, fierce competition from big banks means it’s critical for the building society to keep its costs under control. Added to the mix are the needs to adhere to strict compliance regulations, and the pressures internally and externally to embrace new ways of communicating such as social media.
The first step in Progressive’s journey was to overhaul its old phone network. It needed to rationalise its estate, but it had to uphold its brand and business ethos by retaining its well-established numbers and leveraging the local expertise of its branch staff.
To reconcile the opposing needs of quality and cost, Progressive deployed the storm platform as its cloud-based Unified Communications and contact centre solution. Enquiries can now be routed to skilled advisors at any branch, prioritising the ones with the most appropriate local knowledge to handle the call. Far from diminishing Progressive’s brand values, the new system helped the company deliver on its commitment to high-quality customer service through dedicated local expertise.
Progressive is now at the next stage of its journey, using storm to make their website more interactive using facilities such as web chat and click to call, and exploring the best ways to leverage social media to provide a consistent, quality experience for customers across all channels.
Tommy O’ Neill, Head of IT for Progressive, comments:
“Of all the options we considered, storm was the only one with a single solution which addressed all of our communications requirements. storm has exceeded all our expectations, unifying what was a disparate telephony estate, while at the same time giving our branches complete control at a local level. In addition, our costs have also been considerably lower than we forecast. Looking forward, we are using storm as the vehicle for expanding our web and social media activities, which are becoming increasingly important to our business strategy.”