The Building Societies Association (BSA) is the voice for all 43 UK building societies and also represents a number of credit unions. As mutual organisations, building societies are owned by their customers, which means they operate in the interests of their members and their local communities, rather than being driven by the pressure of external stakeholders.
With a 200 year old legacy of looking after savings and providing mortgages, building societies consistently put the needs of their customers first and it's this mission that BSA helps their members fiercely protect.
With their website being the most important resource for helping their members, BSA came to us with various business goals, including:
- to improve communication with members
- to create an authoritative information source
- to create an excellent CMS author experience
- to promote the sector
Using our active strategy approach, we quickly identified stakeholder needs and those of the end users.
Using this insight, we created an industry-leading digital presence for BSA to better engage with members, provide additional value, reduce ongoing service costs, and provide a roadmap for continual digital innovation.
Our early work with BSA focused on a few key objectives that tied in with their longer term business goals.
Making it easy to register, log in, and use the website was paramount. Giving BSA the ability to communicate more effectively via integrated email marketing and role-based personalisation, pulled members to the website on a regular basis.
Adding beneficial and effective resources to the website - that members actually wanted - was vital in adding value to the member experience and key to BSA's retention rates.
Replacing BSA's previous out-of-date website, which was costly to maintain and difficult to use, meant efficiencies in both time and technology budget.