Skipton Building Society had built their success upon human connections, their challenge now was, how could they continue to provide the personal human touch to customers but via remote and digital channels?
This was critical across the range of Skipton’s customer journeys, but particularly those journeys where the engagement with an advisor was key in helping the customer achieve the best outcomes, namely mortgages and financial advice.
A turbulent 2020 renewed this focus as the pandemic changed the rules of how customers and financial services could engage.
Skipton faced the challenge of asking customers with a branch preference to use remote channels, many for the first time.
Using “Skipton Link”, a solution based on Vizolution’s video and content sharing capabilities, it no longer matters where the customer or financial advisor are based.
The flexibility which Skipton Link gives the advisor means productivity and utilisation has significantly increased while maintaining a strong CSAT level.Â
Skipton Link enables branch staff to deal with day-to-day customer queries remotely while delivering exceptional face to face customer meetings, remotely.
Customers can now meet face to face with branch staff over video and are able to exchange documents without having to send and receive them in the mail.
This speeds up the process and maintains the human touch – both important criteria to maintaining high standards of customer service.
The Impact
The Impact
