Case Study: Cumberland Building Society achieves higher customer engagement and nearly £7M in lending with Comm100 Live Chat

How Cumberland Building Society increased customer engagement and drove revenue with live chat

Cumberland Building Society, a regional mutual mortgage lender in Carlisle, sought to modernize member engagement and reduce call‑center workload by adding a secure, easily accessible chat channel. After an initial vendor failed to meet security needs (such as IP restrictions), they trialed and chose Comm100’s Live Chat to meet their compliance, security, and availability requirements.

Comm100 deployed its Live Chat quickly (about an hour to go live and train agents) and provided features like IP restrictions, PCI/SSL/GDPR compliance and MaximumOn uptime; the platform enabled consistent, measurable customer conversations. By June 2018 Cumberland logged 5,700 chats (≈34/day), identified nearly £7 million in lending from chat in the first six months (almost half outside branch areas), achieved a 4.7/5 post‑chat score and found 62% of users wouldn’t have called — clear increases in engagement and revenue driven by Comm100.

Cumberland Building Society

Claire Crossan

Area Branch Controller