Case Study: Principality Building Society achieves operational continuity and efficiency with Corporate Modelling Services' OPX

OPX provides the flexibility needed to rapidly change Principality’s operating model to cope with the new pandemic impacts

Principality Building Society, a mutual building society in the UK, was engaged in a long-term digital transformation program. Their key challenges were to improve operational efficiency, quality, and flexibility by utilizing processing capacity from branch and contact center staff during quieter periods. Corporate Modelling Services was selected to help address these requirements with its OPX digital platform.

The solution from Corporate Modelling Services involved implementing the OPX platform, which features tools like smart work allocation ("Get Next"), Scriptflow for back-office processing, and an Email Gateway for automated work triage. The implementation proved critical, allowing for a rapid, large-scale shift to remote work at the start of the COVID-19 pandemic, ensuring operational continuity and high-quality customer service. The success of the initial deployment led to plans for further expansion of the OPX platform across more processes and business areas to drive greater efficiency.

Principality Building Society

Vicky Wales

Head of Customer Services