Situation
To provide great customer service in a challenging environment, Bradford & Bingley needed to have support for its data software systems.
Solution
Bradford and Bingly have been a customer of Experian QAS since 1995. They have benefitted from solutions which aid data capture in their call centres and which are still used to verify and ensure consistent data capturing, whilst also ensuring data remains clean.
Results
The relationship with Experian QAS has produced consistent and up to date address information and is referred to as "an outstanding success".
Bradford and Bingley takes account of addresses
Bradford & Bingley has almost 150 years of "putting customers first". In 1991 it merged with the Leamington Spa Building Society, and during the past two years it has acquired Mortgage Express, a specialist lending business, and Black Horse Agencies, the UK's fourth largest estate agency. This significant expansion means that it now has a nationwide coverage with almost 1000 outlets across the UK and about 4 million customers throughout British Isles, over 2.5 million of whom are members of the society.
Customer service
Providing a worthwhile service to is a challenging undertaking and Bradford & Bingley has an obvious need for well supported software to make the task possible. QAS software had been introduced in 1995 within Bradford & Bingley's call centre and at the Mortgages Direct office in Leamington Spa. QAS software was also being used at Mortgage Express to verify and search for addresses and ensure consistent data input entered within their Mortgage Application Request System (MARS). Users reported a high level of satisfaction and also noted that they benefited from a reduction in duplicate addresses on their internal databases.
A new contract
The software's success within the call centre and Mortgages Direct in Leamington Spa, and also in Mortgage Express in Barnet, was decisive. It prompted Alistair Stevenson, IT Projects Manager, to establish a new contract to use QAS Pro and QAS Batch on the mainframe, which is the basis of the investment and mortgage systems that are used to administer the majority of the Society's Business. He has also negotiated a 3000 user licence for PC-based QAS Pro. This will initially be deployed in a new system to handle ISAs (Individual Savings Accounts), and is being rolled out to all their Bradford & Bingley Estate Agencies.
The future
Looking to the future Bradford & Bingley continues to place total emphasis on its customers. It intends to deliver products and services that meet customers needs, and represent value for money. This in turn means increased two-way communication with its members and with the further million or so non-members. Holding reliable address data is therefore crucial.
Outstanding success
Alistair Stevenson feels that Bradford & Bingley's experience with QAS software has been "an outstanding success". He is confident that, given the high level of support that QAS offers, he has filled the requirement for accurate, consistent and up to date address information. This is turn will enable the Society to provide best possible service in keeping with their commitment to put its customers first.
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