Case Study

Case Study: Buckinghamshire Building Society

22 July 2022

Matt Fitzsimmons

Mutual Vision’s Professional Services team provided operational and training assistance to Buckinghamshire Building Society to support them as they worked from home and to help them make full use of MV Core Banking.

The Challenge

Buckinghamshire Building Society realised that they weren’t using the functionality of MV Core Banking to its full potential, relying in some
cases on outdated manual processes alongside the system. They’ve been actively working to address this to deliver improvements in efficiency and productivity, which became more critical due to staff working remotely over the first lockdown. The extra workload caused by the introduction of payment holidays, and the expectation of a possibly rise in arrears and payment difficulties in the aftermath of COVID-19 was also a catalyst for change. Buckinghamshire had new team members join them during lockdown who needed to be brought up to speed quickly but training them with in-house resources remotely was proving difficult and inefficient.

The Solution

Buckinghamshire Building Society sought assistance from the Professional Services team at Mutual Vision to review their working practices and assist in making full use of MV Core Banking. MV Professional Services spent time with the different business areas to understand current ways of working and where improvements could be made, before submitting recommendations and helping Buckinghamshire implement and test these before going live. MV Professional Services also worked with Buckinghamshire to deliver a structured training programme for two new recruits, proving key expert knowledge, training for them to use the software, give advice on key features, top tips, and handy shortcuts. The training was carried out virtually which supported the Society’s mode of working from home.

What were the benefits?

The assistance provided by MV Professional Services enabled the Society to make far better use of the MV Core Banking system. This then enabled their teams to work more efficiently, especially during this lockdown period with many colleagues working remotely. It has also helped the Society prepare for the future, knowing that the system can cope with any change in patterns which their previous manual systems might have struggled with. The training offered to the new colleagues proved invaluable in giving them the confidence to work with MV Core Banking and become productive team members far quicker than might otherwise have been the case.

How have we measured the benefits?

Customer service is the Society’s utmost priority. The consistency and confidence demonstrated by the new staff who took part in the training would normally have taken a long time to acquire, but the training from MV Professional Services enabled them to deal with members’ questions and queries effectively and much sooner than they would have expected. The bespoke training MV Professional Services provided on payment holidays ensured that the society could meet the increase in telephone calls and requests for assistance much more adeptly, and contributed to the design and rollout of the initiative. This allowed the Society to meet disclosure requirements from the regulator with ease. The rollout of Arrears Progression will ensure the Society is well-placed and resilient enough to deal with an expected rise in arrears and that it has robust MI and process to assist any members experiencing difficulties in making payments.

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