Case Study: Skipton achieves 600% growth in remote advisory meetings with Lightico

Helping Skipton achieve 600% Growth in remote customer advisory meetings

Skipton Building Society, a UK building society with more than one million customers, needed to preserve its personal, human-touch approach as more customer journeys moved remote and digital. During the pandemic, it faced the challenge of helping customers—especially those who preferred branch visits—access financial advice and mortgage support through new channels. Lightico’s video and content sharing capabilities were used as part of “Skipton Link” to make that possible.

With Lightico, Skipton enabled face-to-face advisory meetings over video, remote document exchange, and branch service delivery without geographic limits. The results included a 600% increase in appointments, 20,000 Skipton Link sessions, £70 million in new deposits, and faster journey completion, down from an average of 6 days. Skipton also reported strong customer satisfaction and is advancing a paperless initiative with Lightico’s self-service capabilities.

Skipton

Claire Davey

Director, Direct Distribution