Case Study:
Bristol & West Mortgages proves it's good to talk... or text

SMS messaging improves service and customer relations.

The battle to retain and gain customers has never been greater, to survive, businesses must continually find ways to innovate and improve the customer journey. Bristol & West Mortgages, part of the Bank of Ireland group, looked closely at its operations with the objective to find improvements to the customer in every aspect of service delivery.

As part of this initiative, Wirefast was selected to allow the mortgage lending team to keep customers up-to-date via text messages at every stage of the mortgage application process.

Integrating Wirefast was simple. The SMS gateway was integrated into Bristol & West's Lotus Domino environment, which enabled SMS messages to be generated and distributed at pre-agreed stages of the application process, including acknowledgement of application, through to property survey date and confirmation that the offer is in the post.

Bristol & West Mortgages, said: "The benefits from the Wirefast system have been very impressive. We operate in a highly competitive market; the continued growth in the housing sector has seen a considerable and rapid increase in the number of mortgage providers. Bristol & West Mortgages has long been and remains a brand that people trust. Wirefast has enabled us to provide our customers with a new level of service and communication in the mortgage process. We are already looking at other applications for the system within other parts of the business."