Coventry Building Society (CBS) needed a fit-for-purpose, sustainable technology platform to support future growth and a growing mortgage book.
The firm is driven by its purpose of improving the lives of members, colleagues, and communities. Their legacy mortgage platform was proving to be an impediment to this vision. The second largest building society in the UK partnered with TCS to transform its sales and origination process and make it future-ready.
From leading a consultative engagement to defining the transformation roadmap, designing, developing, testing, and launching to market, TCS supported the building society through the process. The reimagined mortgage platform, with the web chat feature, has resulted in:
- A 90% improvement in broker engagement
- 400 chats a day with a peak of 900
- Enhanced feature-rich consumer portal