Our members want convenience, of course they do. But convenience means accessing your money and finding solutions to solve financial problems at a time, place and in a manner that suits you. This might be at 5 o’clock in the morning, at the kitchen table after a busy night shift.

It could also be on a Wednesday afternoon, popping into a branch while running errands in town. Offering our members choice is what makes us convenient and that’s why we’ve evolved our services to capture the best of both worlds. 

The future of financial services distribution

It’s absolutely crucial that financial services distribution keeps pace with the demands of the modern world. Public habits have changed with technology and we all want to consume information, products and services in a more immediate and efficient way. But being modern isn’t about simply being online. It’s offering fresh and inviting customer interactions, across a multitude of platforms but with the same underlying experience, brand and values. And this must be consistent, regardless of how and when your services are accessed. 

Meeting member needs

Despite a shifting landscape and the societal changes impacting banking, consumers have clear needs from a branch and continue to place value on face-to-face interaction. They appreciate knowing there is a physical embodiment of an organisation - somewhere they can speak to a real person and feel heard and understood. 

For us, the branch network will always play a vital role  and we have the drive, determination and technology to make our high street presence viable and engaging. We’ve been investing in the refurbishment of our branches and our new spaces realise an ambition to provide modern and welcoming environments in more central and convenient locations. 

Pop in or log in

Simultaneously, we’re determined to ensure our digital interface with customers also fully represents our brand values. We know our members have gained much from our new digital savings platform which unlocks faster and more expedient ways for members to manage their savings. 

Digitally-enabled users can view statements and transactions, open and close accounts and make withdrawals, plus take advantage of the best rates and new digital features. In a fast-paced, time-poor culture of immediacy, it’s the perfect complement to our in-branch and telephone banking service and underpins our strategic efforts to reduce our carbon footprint. 

Home is where the heartland is

It’s armed with this full suite of reliable, convenient and relatable services that we embrace our 160th anniversary and the timing couldn’t be more apt. As new solutions are born and co-exist alongside established products and services, we’re able to reflect on the purpose we set out in 1865. 

Our ethical and human-led values are as evident today as they were then, with a mission to empower members, colleagues and communities with financial solutions that support mutual benefit. 

We’ll continue to put our heartland and heritage at the very centre of Furness; evolving with time and technology, not making change for change’s sake. In doing so, we’ll strategically build a sustainable Society that will remain strong for another 160 years.  

For more information about Furness Building Society, please visit our website www.furnessbs.co.uk

This article was first published in Society Matters magazine