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Principality Building Society (PBS) is the 6th largest building society in the UK, with over 70 branches and agencies in Wales and the Borders.
A mutual building society, owned by and run for the benefit of 500,000 members, PBS have over 160 years of experience and takes care of over £10 billion of customers’ assets.
Principality Building Society was engaged in a major long-term digital transformation programme, organisational restructuring and core operational IT platform upgrades.
Part of this included the requirement to improve efficiency, quality, metrics and flexibility by using the potential for latent operational processing capacity in their branch network.
This capacity emerged at times of the day when customer-facing staff were less busy due to fluctuations in demand. PBS also wanted to utilise spare capacity in the front-office contact centre to complete back-office processing tasks.
The OPX platform offers a wide range of useful tools such as smart work allocation to maximise the efficiency of available staff by using the core ‘Get Next’ application.
This was supplemented with two further tools:
OPX then allocates work to the correct work queues for processing: a faster and more efficient process than staff triaging on a case-by-case basis.
OPX was selected and a pre-rollout pilot commenced in January 2020. This involved a core set of key processes with a limited number of 12 branches and about 75 staff members spread between branches, the head office and the contact centre.
As the increasingly serious pandemic emerged through February and early March 2020, with implications for the population and workplaces, there was a rapid reappraisal of how potentially useful OPX could be.
The pilot was quickly expanded to include over 50 branches and 300 staff. Most importantly, OPX supported high levels of homeworking for head office and branch staff, enabling operational continuity in lockdown.
This meant high-quality customer service continued to be delivered and staff working from home (or a mix of home and office) could complete their operational processing work effectively, even though team leaders and managers also worked remotely from various locations.
The core OPX functionality used for the initial pilot and COVID roll-out was extended and continued to cover more operational processes and business areas.
Additional modules in the OPX platform were developed and rolled out to give the customer services team at Principality the opportunity for greater efficiency and operational insight information: ultimately improving both products and customer experience.
Year One results of the implementation of OPX modules across key departments in Principality Building Society included:
Corporate Modelling Services (CMS) was founded in 2008 by Alex Allan & Graham Twaddle – experienced and successful innovators in the software space.
Since the beginning, our mission has been to create a practical solution for businesses to alleviate workload and procedural bottlenecks in their back-office, allowing for a perfect synergy between workforce resources and task allocation.
Our team decided to take their collective hundreds of years of business-focused entrepreneurial software development to create a cost-effective, user-friendly, and customisable platform that could help businesses revolutionise their operational productivity and increase capacity.
The result is OPX: an award-winning digital platform that connects and simplifies all your back-office processes into one centralised Operational Insight control centre to transform workforce efficiency.
Once our experts understand your business and workforce needs, we can have OPX up and running in as little as six weeks.
Use our bespoke ROI Calculator to find out the difference OPX could make in your organisation today.