Case Study: Northumberland Community Bank boosts membership and lending with incuto

Northumberland Community Bank - Customer Case Study

Northumberland Community Bank (NCB), based in Ashington, is a community credit union that started with around 500 members and relied heavily on volunteers and manual, paper-based processes. It struggled to communicate effectively with members, promote services, and attract new members. To address these challenges, NCB partnered with incuto and adopted its communications platform Buzz alongside wider digital banking tools.

With incuto, NCB digitised key processes including online joining, loan applications, and member communications, helping it move from branch- and paper-based operations to a fully online service. The results were significant: in 2019, NCB recorded a 256% increase in new members, achieved growth without increasing headcount, and saw a 34% rise in the number of loans and a 50% increase in the value of loans granted.

Northumberland Community Bank

Lauren Langton

Chief Executive Officer