Case Study: Family Building Society achieves rapid, paperless mortgage processing with Mitratech DataStore

The Family Building Society used DataStore to drive automation and business continuity and reduce manual and paper-based processes

Family Building Society is a UK mutual established in 2014 (with roots back to 1896) that offers savings, mortgages, insurance and later‑life products through 180 staff and £2bn in assets. Faced with extensive paper-based back‑office processes—notably a mortgage redemption workflow that required three people, 25 touchpoints and two–three days—the Society needed to introduce automation without disrupting the personal service that defines its brand.

Working with Mitratech, the Society implemented DataStore’s content management and workflow automation after collaborative design workshops. The automated redemption process cut turnaround from days to hours, reduced human touchpoints, improved auditability and freed staff and space for customer-facing activities; the same approach enabled a rapid response to COVID mortgage holidays and is being scaled to other processes such as loan applications, preserving customer trust while boosting efficiency.

Family Building Society

Dan Condon

Business Transformation Manager