Chelsea Building Society case study
Chelsea Building Society improves operational efficiency and delivers better customer service using Portrait Foundation and Interaction Optimizer
Chelsea Building Society was looking to deliver further sales growth year-on-year and recognized that it needed to collate customer data from disparate sources, provide a consistent customer experience across all channels, identify cross sell and up sell opportunities and eliminate manual processes. Chelsea implemented Portrait Foundation to provide staff with access to the real-time single view of the customer data and workflow-enabled automated processes. As a result Chelsea has improved operational efficiency, delivered better customer service, more relevant and highly targeted campaigns and automated the complaints management process.
Customer profile
- Fifth largest UK building society
- 35 branches
- 500,000 customers
- Assets in excess of £13 billion
Benefits
- Improved customer service
- Reduced costs through highly targeted campaigns
- Automated lead capture, prioritization and allocation
- More efficient and fully compliant complaints management