Changing the Game:
The benefits of a unified digital transformation platform for building societies, banks and specialist lenders.
In today’s rapidly evolving financial landscape, building societies and small banks are under increasing pressure to deliver innovative digital services at speed, while grappling with the complexities of legacy systems and heightened customer expectations.
Traditional software development methods and standalone solutions often lack the agility and integration required to stay competitive.
Netcall’s Liberty platform – a unified digital transformation platform that incorporates low-code application development, omnichannel engagement, intelligent workflows and AI-driven orchestration – offers a transformative approach. Liberty empowers CIOs to meet the demands of digital-first customers while addressing operational inefficiencies by combining speed, resilience and scalability.
Rising Customer Expectations
Companies like Amazon have redefined service benchmarks by offering instant gratification through fast shipping, personalised recommendations and seamless digital interactions.
Customers now expect the same level of immediacy and convenience from all service
providers, including financial institutions.
Expectations in the digital age are reaching unprecedented heights, according to Verint, 63% of customers cite delays or unresponsive service on digital channels as a major source of dissatisfaction, emphasising the need for realtime support to maintain trust.
Similarly, Qualtrics research highlights that omnichannel engagement is no longer a luxury but a necessity, with seamless and personalised interactions proving pivotal for customer loyalty and retention.
To meet these demands, building societies and banks need a toolset that enables realtime, multichannel engagement while ensuring operational efficiency and compliance. Gartner underscores the importance of adopting hyper automation technologies, such as low-code platforms, to transform their capabilities in
order to rapidly address these expectations and streamline service delivery.
Increasing Regulatory Complexity
The financial sector is highly regulated, with ongoing changes in areas like anti-money laundering (AML), Know Your Customer (KYC) and GDPR compliance. Staying compliant requires adaptable systems that can respond quickly to evolving requirements.
Operational Challenges with Legacy Systems
Gartner predicts that by 2025, over 50% of financial institutions will struggle to meet digital demands due to the limitations of legacy systems.
These systems create silos, limit data accessibility and hinder the adoption of modern solutions, leaving CIOs searching for ways to modernise incrementally without
disrupting core operations.
Low-code platforms are changing the game for financial institutions, offering a faster, more flexible way to deliver digital solutions.
Low-code platforms like Liberty reduce development times by up to 90%, enabling institutions to launch new services or update existing ones in days rather than months.
Analyst Insight: Gartner highlights low-code as one of the fastest-growing segments in software development, projecting the market to reach $26.9 billion by 2024.
Nationwide leveraged
Liberty to streamline ISA processing, scaling operations efficiently during peak periods.
Legacy systems often act as bottlenecks to innovation. Liberty integrates seamlessly with these systems, enabling institutions to unlock data and modernise workflows without costly overhauls.
Analyst Insight: Forrester notes that 75% of organisations using low-code platforms
see improved integration with existing technologies.
The West Brom Building Society used Liberty to unify disconnected processes, automate workflows and deliver a seamless member experience.
This opens up opportunities to drive better customer service, automate process and reduce costs throughout the organisation. These are just some examples:
Build a highly configurable servicing
platform to answer any customer
request
Build a highly adaptable loan origination incorporating embedded AI to speed up the underwriting process
Be able to quickly adapt to new
regulatory requirements
Improve KYC (Know Your Customer) and customer onboarding using AI and at the same time reduce fraud
Build a broker portal that gives fantastic service and integrates seamlessly
Get products to market quicker without the reliance on third parties
A successful digital transformation requires more than application development. Liberty stands out by combining low-code with process automation, AI-driven customer / user engagement and integration capabilities to create a comprehensive solution.
Low-code development
Accelerates application delivery with
drag-and-drop tools.
Intelligent automation
Automates repetitive tasks, improving
efficiency and reducing errors.
Multi-experience
applications
Delivers services across web, mobile
and messaging platforms.
Enables conversational automation
across all channels, personalised
experiences and predictive analytics.
Connects legacy systems, third-party APIs and modern applications.
Enhanced Member Experience at Nationwide
Nationwide used Liberty to manage member
feedback through social channels, improving
engagement and loyalty.
Digital Transformation at The West Brom
The West Brom Building Society transformed its
workflows and customer interactions, leveraging Liberty to deliver great experiences without compromising speed or efficiency.
Scaling Operations at Hampshire Trust Bank
Hampshire Trust Bank used Liberty to digitise manual processes and integrate AI, supporting ambitious expansion goals while maintaining operational excellence.
SPEED AND AGILITY
OPERATIONAL EFFICIENCY
ENHANCED CUSTOMER EXPERIENCE
REDUCED TECHNICAL DEBT
Netcall Liberty integrates AI capabilities, enabling financial institutions to achieve quick wins:
Assessing legacy systems
Evaluate which systems can be enhanced or
replaced using Liberty. Identify integration points to maximise value.
Change management
Provide training for staff to adopt low-code
development and automation tools
effectively.
Security and compliance
Ensure new solutions meet regulatory
standards and protect sensitive customer data.
The path to digital transformation is complex but filled with opportunities for CIOs who embrace the right tools.
Netcall Liberty offers a unified platform that combines low-code development,
omnichannel engagement, process automation and AI capabilities to deliver
fast, flexible and scalable solutions.
For building societies and banks, Liberty represents a strategic choice that bridges
the gap between legacy constraints and future innovation. It empowers
organisations to modernise incrementally, optimise operations and create exceptional
customer experiences – all while reducing costs and minimising risks.
Explore our success stories and see first-hand how we’ve helped other housing providers achieve.
