The Cambridge Building Society delivering next-generation customer experience with MATS®
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The Cambridge Building Society delivering next-generation customer experience with MATS®
Published by Uma Rajagopal
Posted on November 8, 2013
1 min readKey Takeaways
- The Cambridge Building Society implemented MATS® to streamline mortgage case tracking across staff and brokers.
- MATS® enables real-time visibility, automated updates via SMS, email and personalised web pages to customers and intermediaries.
- Implementation led to improved operational efficiency, reduced costs, and higher staff engagement.
- Brokers reported less need to enquire due to proactive updates, with increased likelihood to recommend the society.
- The deployment contributed to industry recognition, including ‘Best Mortgage Service Provider’ at Moneyfacts Awards.
References
Frequently Asked Questions
What is MATS®?
MATS® is a flexible low‑code application tracking system from MatsSoft for mortgage case management, enabling real‑time tracking and communication.
How did MATS® improve customer experience?
It provided automated, proactive updates via SMS, email and web pages—keeping brokers and customers informed and reducing enquiries.
What operational benefits were achieved?
The system improved workflow efficiency, reduced costs, empowered staff with real‑time data access, and increased engagement.
Did the implementation yield measurable results?
Yes—75% of brokers found updates very useful; nearly half no longer needed to call for info; 59% were very likely to recommend the society.
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