The West Brom partners with Netcall to digitalise its application process

In response to customer requests for digital, 24/7 access to their accounts, The West Brom built its savings portal using traditional code to enable customers to view account details such as balances and interest rates.

Recognising digitalisation as an opportunity to appeal to new markets and demographics, The West Brom has now partnered with Netcall to offer a fully digital journey where new and existing customers can apply for an account without having to fill in forms that have to be mailed or taken into a branch.

Since the launch, staff processing has reduced by four minutes per account opening. The West Brom has also identified further opportunities to develop a tenant portal to manage tenant repairs and communications.

“The biggest appeal of low-code is speed. We can get proof of concepts spun up and working very, very quickly – within a matter of days. We can sit down for two days, build proof concepts in a sandbox environment and either have something to move forward with or have something to help guide future decisions without a lot of time wasted,” said Matthew Hunt, Senior Technical Operations Manager at The West Brom.

He said: “Our mentors are brilliant and on call whenever we need them – we’ve rarely waited longer than half a day for them to provide support. Our learning curve has been so much quicker thanks to the mentoring and the team are quickly becoming ‘experts’ themselves thanks to this approach.”

Richard Higginbotham, Product Marketing for Intelligent Automation at Netcall, added: “The West Brom face a growing demand to provide digital products and services. It’s great to help them meet the increasing expectations of their customers.

“Providing the capability for them to deliver faster using our low-code development platform means they’ve been able to achieve significant efficiencies and accelerate their speed to market,” he concluded.