Building a society of satisfied users
The Hanley is one of the UK’s most well-established building societies. It has 160 years of heritage, assets totalling £361m, and Sunday Times recognition as one of the best 100 small companies to work for. Before WhosOn, the only thing missing was optimal online engagement.
The Hanley’s online and offline customer service levels were imbalanced. Website visitors were missing out on the exemplary communications offered in-store, and their online journeys were impersonal. The goal was to turn a faceless ecommerce experience into a bespoke customer service channel.
The Hanley also required a live chat solution that could be included in their Intermediary Lending Strategy. Mortgage brokers can use The Hanley to submit business on behalf of their clients, and a secure live chat option was needed as a convenient way to check suitability.
WhosOn was chosen as the live solution that met The Hanley's needs. WhosOn's installable edition gave the company the security levels demanded in a highly-regulated industry, whilst offering all the personalisation needed to offer a friendly digital experience.
The Hanley began with just 2 chat licences which quickly increased to 12. The business now looks to purchase extra licences each year, as WhosOn provides opportunities to be more flexible to the changing needs of visitors and brokers - without compromising on cost or security.
From every angle, the implementation of WhosOn was a resounding success. The Hanley reported:
• Improvement of service levels year on year
• Enhanced engagement and trust with clients and brokers
• Reduced telephone resource costs and saved time dealing with general queries
• A service to brokers on a level that is only usually applicable to large lenders
• An edge over the competition, at less cost
“We used a solution previously that did what WhosOn did, however the pricing structure, support and application provided by Parker Software, we felt far outweighed our current solution. We also liked the option of purchasing licences outright which we then own and not being charged ‘per chat’.
Plus, WhosOn gives our Intermediary Lending channel a distinct advantage over the competition as a broker will be more likely to place a case with us if he’s discussed it first.
The Hanley has really enjoyed working with Parker Software, particulary the customer service they have given us throughout our journey. I would certainly recommend WhosOn and Parker Software to anyone looking to improve their customer engagement."
Rob Hassall, Business Development & Technology Manager, The Hanley Economic Building Society