SAVING TIME AND MONEY FOR SAFFRON

…AND HEADACHES FOR THEIR SAVERS

Saffron building society

WHAT?

Making the business case

When Saffron’s fixed-term savings products approach maturity, the building society has to notify savers. Historically, this meant two separate mailings and many inbound calls which were a mix of confusion and complaints. This had a detrimental knock-on effect of not only wasting many hours administrating enquiries, but also many customers moving their money elsewhere.

Making the right approach

We recognised not just the wastage in the notification process, but also why it was happening. For instance, customers were receiving information that was both overwhelming in terms of quantity and often out of date.

Therefore, Gecko’s approach was to deliver only required details at the right time—with maximum relevance to the customer. 

77% MATURING CUSTOMER RETENTION

HOW?

Making it happen

Using digital transformation as the lynchpin, Gecko created a platform from which real-time data could be delivered to customers as per their individual preferences. 

This includes from one to six recommendations, often incorporating relevant cross-sell offers, branch-specific reply devices and partially completed application forms—all data compliant and in accordance with ISO27001 data security standards.

235 HOURS PER MONTH SAVED

Results?

With efficiency and flexibility as key drivers to retention, Saffron can now make product changes in real-time via the portal and customers can choose whether they receive physical notifications or securely hosted PDFs to download. In short, customers are now getting the right information to help them make far better decisions for their circumstances—with the vast majority staying brand loyal.

ENHANCED CUSTOMER EXPERIENCE

What the client said

“Gecko’s solution completely transformed our operational and customer experience, turning our highest area of complaints, quickly to zero. Customers are at the heart of what we do and thanks to Gecko, this is quicker, clearer and easier for them—and us”
Charlotte Townsend - Saffron Building Society

Get more response from your direct mail and data processing, call Gecko now on 01924 204830 or email contact@gecko.co.uk