Case Study: The West Brom improves customer experience with Netcall

A digital drive towards greater CX

The West Brom, a mutual building society with over 400,000 members, wanted to improve customer experience and meet demand for digital, 24/7 access to accounts. After building an initial savings portal with traditional code, it needed a faster way to enhance online customer journeys and support new markets and demographics.

Netcall’s Liberty Create low-code platform was used to digitise the new savings account application process through Apply, with The West Brom building applications using its own team and mentoring support. The result was faster time to market, 4 minutes less staff processing per account opening, and 29% reduced admin time in opening new accounts, with upcoming enhancements expected to reduce that again by half.

The West Brom

Matthew Hunt

Senior Technical Operations Manager