Helping to build communities
One of the biggest decisions in a person’s life is buying a first home. But planning for a first home can be confusing and stressful for many buyers, who may have a lot of questions about how to save and pay for such a major investment.
Since 1853, Skipton Building Society has helped generations build their savings and fund home mortgages. With more than one million customers across the United Kingdom, the organisation stays true to its heritage today by focusing on developing strong customer experiences for mortgages, savings and other financial planning services. This includes direct access to a mortgage underwriter during the application process, which enables home buyers to develop a relationship with the underwriter and discuss the best services to meet their needs.
“Housing markets can move quickly, so when people find a fantastic home, they need to act fast,” explains Lee Lambert, Credit Management Leader at Skipton Building Society. “Buyers want to get financing solidified as soon as possible so that they can make an offer and move towards a purchase. If we can reduce the mortgage application time, we reduce stress for buyers and lessen the possibility that they will get impatient and look elsewhere for mortgage services.”
The majority of Skipton Building Society mortgage applications come through independent brokers. Traditionally, brokers printed mortgage application forms and then worked with customers to fill in any required information. Once completed and signed by both the broker and home buyer, the brokers either mailed the form or scanned and uploaded the form through the Skipton Intermediaries web portal.
Skipton Building Society saw an opportunity to dramatically streamline the mortgage application process by digitising certain workflows using online forms and electronic signatures. The organisation decided to integrate Adobe Sign, the electronic signature solution within Adobe Document Cloud, into in-house systems to create a fast and easy digital application solution.
“We started with a pilot for our highest volume brokers, but adoption of Adobe Sign was so successful that we quickly rolled out the solution to all of our brokers,” says Lambert. “With Adobe Sign now fully integrated into our broker portal, we’re catching up with the technology available from major banks and other competitors to provide both brokers and customers a fantastic customer journey.”