Case Study: Hanley Economic Building Society achieves personalised, secure online customer engagement with WhosOn

Hanley Economic Building Society - Customer Case Study

The Hanley is a 160‑year‑old UK building society with £361m in assets and a strong reputation for customer service, but its online channel lagged behind in‑branch engagement. The organisation needed a way to boost online competitiveness and deliver the same personalised communications to website visitors as customers received face to face.

Parker Software’s WhosOn live chat was deployed as a secure, on‑premise solution (data stored in The Hanley’s MS SQL database, behind its firewalls) to enable real‑time suitability checks and broker engagement via the website. The chat implementation turned a faceless ecommerce channel into a personalised experience, balanced online and offline service levels, made The Hanley one of the few societies offering live suitability checks, and delivered support and results that exceeded expectations.

Hanley Economic Building Society