QTS, the leading supplier of online and mobile banking systems to building societies, has announced the launch of the ﬁrst phase of a major online project with its new client, Darlington Building Society.
Darlington has chosen QTS to provide a fully-hosted new system, which will allow the Society to offer complete online access, starting with online mortgage applications, for both direct and broker-originated channels. The system will give the Society online lending capability to manage the complete process from initial KFIs to applications and progress tracking.
This ﬁrst phase of the project has now gone live, and uses the QTS platform Q-Broker to launch Darlingtonline - designed to make the mortgage application process slicker and to allow easier interaction between the Society and its customers, initially via its network of intermediaries. Intermediaries will be able to submit cases online and receive a instant KFIs and Decision in Principle in line with the Darlington's lending and affordability policies. Online access will give Darlington’s intermediaries more control and ﬂexibility, allowing the Society to widen its reach in the most efﬁcient way.
Documentation can be scanned and uploaded into the secure document store and completed applications will be submitted directly into the underwriting system to improve efﬁciencies and reduce the time from application to offer. During the underwriting process intermediaries will be notiﬁed of key milestones as the case progresses and secure messaging further facilitates communication between all parties.
In addition to this suite of online mortgage provision, the project will also include full online account administration and enquiry capabilities with the QTS account management product, Q-View, and an online savings system through Q-SAPs. This will give the Society a complete self-service channel, allowing both mortgage and savings account applications, enquiries and administration. Darlington customers will also be able to access and manage their accounts wherever they are, via the QTS Q-Mobile mobile app.
The project is part of a wider business process review launched recently by the Society, designed to build on its core values and complement its branch network, while allowing greater customer engagement and ﬂexibility.
Commenting on the project, Colin Fyfe, Chief Executive of Darlington Building Society, said ”This is an important milestone in our transformative project, and we’re very pleased to be going live with the ﬁrst phase in line with the project schedule. Whilst our systems will be quicker, we will retain the service and customer relationships which have been a hallmark of Darlington Building Society for so many years. All of our mortgages are individually considered by people and not computers. This approach allows us to properly understand borrowers and the properties they are looking to purchase, to give the right decision.”
Darren Ditchburn, General Manager, Customer Experience and Distribution, added “The introduction of online mortgage services at Darlington Building Society signiﬁcantly enhances its capability for distributing mortgage products and services to customers and intermediaries. It also ensures that the Society is strongly positioned within the marketplace and is able to compete more effectively both today and in the future to achieve its growth aspirations through all channels - branches, intermediaries and directly through the website.
“We were delighted to partner with QTS to deliver an established and user-friendly online mortgage system. Through working closely with QTS we have been able to ensure that our personal, common sense approach to lending is translated through to the online channel. The digital channels bring clear efﬁciency and convenience beneﬁts for all stakeholders involved in the mortgage process, and the Society is committed to continuously seeking further improvements in the future."
Garry Williams, Managing Director of QTS, said “I’m delighted to see the ﬁrst part of this project going live and to seeing the Q-Broker platform in use by Darlington’s intermediaries. The platform empowers the Darlington to apply their personal approach by allowing underwriters to review any case and take all factors into account. This initial phase will deliver increased performance and service for the Darlington and will be followed shortly by further functionality to allow greater customer engagement and return on investment. We’ve established a strong working relationship with the Darlington team and look forward to continuing to work closely throughout this major project.”