Cumberland Building Society has selected NCR Corporation to help launch its new online appointment booking service.

The Carlisle-based regional building society’s new service is powered by Q-Flow, a solution delivered through NCR’s partnership with software provider Q-nomy.

The new booking system allows current and potential customers to schedule branch or telephone appointments for any type of product, such as mortgage, current account or savings, directly from a mobile, tablet or PC.

Chris McDonald, Cumberland Building Society’s operations and HR director, said: “Online appointment booking is a key step in our digital strategy. With an increasing number of customers beginning their search online, and at a time which suits them, it is important that those customers are able to move seamlessly from a digital to a non-digital environment.

“Why should you have to wait until 8am the following morning to book an appointment or request a telephone interview? The new system is incredibly easy to use and it is already showing major impacts in terms of our customer experience and appointment requests.”

The Q-Flow system went live in September 2016, replacing manual appointment bookings that were only accessible until 8pm on weekdays and 4pm on weekends. During the system’s first month, a third of appointments were booked outside of its branch and contact team opening hours.

Rachel Nash, director of financial services at NCR in the UK, added: “For Cumberland, this is a major step into omnichannel banking and transforming the society’s customer experience. It is, however, just the beginning of the potential advantages that digital transformation can bring.”

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