Guest blog: Ensuring a seamless experience and quality service for members through digital transformation

Guest blog by Sandeep Kumar Mishra, Director - Building Society Business Segment, Tata Consultancy Services

Guest blog by Sandeep Kumar Mishra, Director - Building Society Business Segment, Tata Consultancy Services

Our Society has faced numerous challenges in the last couple of years since the onset of the pandemic. Current inflation rate stands at 9.9% and could cross 18%. Cost of living has skyrocketed, and energy bills are becoming unaffordable. This has impacted every section of society, particularly the financially weaker section, elderly, and more vulnerable people.  

Post ease of COVID lockdown measures, housing and mortgage sector has witnessed an increase in demand. Measures taken by government for fiscal stimulus, stamp duty holiday and the prevailing low interest rates prompted many people to invest in new properties. This demand has also been spurred by COVID induced lockdowns and other restrictions which played significant role in reshaping customer priorities, thus providing impetus to the housing and mortgage market. Due to these reasons, property prices have increased by almost 15% during the past two years and interest rates are at an all-time high. Faced with this new challenge, home buyers are looking for support from the financial institutions on whom they have been dependent historically.

Building societies have been serving local communities for over 200 years, primarily targeting unserved or underserved segments of the home-buying population, and their strength lies in strong community relations and a solid capital foundation. These societies are now caught in a tricky conundrum - some of their strengths have also become their Achilles' heel. Their focus on local communities, specifically targeting the mortgage industry, has resulted in undiversified business models and low profit margins. In the current situation, they need to further optimise their product offerings for financial well-being of their members.  In addition, we observe that building societies are constrained by limited pricing power and increasing investment spends. These challenges have had a direct negative impact on their core products of mortgages and savings.

In recent years new challenges have emerged e.g., increasing competition from traditional banks, entry of new-age digital firms targeting the same niche markets, undiversified business models, limited pricing power, expectations from Gen ‘Z’ and tightening profit margins.

Building societies have come to realise that leveraging digital technologies is the solution to overcome the roadblocks that they face. They are taking action to solve immediate challenges as well as future proofing their business. Recent digital adoption trends in building societies includes the introduction of new digital channels, enabling cloud platforms, and the transformation of mortgage and saving services. Societies have also enabled scalable and agile platforms leveraging microservices and application programming interfaces (APIs).

The core strength of building societies lies in their community connections and financial well-being of members. Now is the time for building societies to not only offer niche products to the communities they serve, but also look at tailoring products to meet the members’ demand in the current market situation. For example, borrowers are struggling to repay their mortgages because of financial challenges. Coincidentally, first-time buyers are also looking for affordable mortgage products during the ongoing inflation. This offers building societies opportunities to craft lending products with flexible pricing options for both sets of members. With the advent of cutting-edge digital technologies, these institutions also stand to benefit from the roll-out of hyper-contextualised and personalised savings products, helping them provide a superior customer experience to their members and maintain a human touch.

Find out more:

Watch how leaders from leading building societies discuss the role of technology in enabling seamless customer experience - https://www.linkedin.com/video/event/urn:li:ugcPost:6950477078316130304/

Or Contact: Sandeep Kumar Mishra, Director Building Society Business Segment, Tata Consultancy Services


The views, opinions and positions expressed within guest blogs are those of the authors and do not necessarily represent those of the BSA.

You may also be interested in...

BSA Card
  • BSA.IndustryResponse Industry Response
  • Prudential Regulation

BSA Responds to CP11/25 Retiring the Sourcebook

The BSA strongly supports the retirement of the Sourcebook

BSA Card
  • BSA.PressRelease Press Release
  • Mortgages & Housing

Bank Rate cut to 4.00%

While today’s rate cut is a step in the right direction, it won’t be enough on its own to prevent a generation from remaining renters.

BSA Card
  • BSA.Event Event
  • Prudential Regulation

Advanced treasury risk and balance sheet management

This course has been postponed. Please contact the events team if you're interested in attending a future course. We now offer three tiers of treas...

BSA Card
  • BSA.Event Event
  • Prudential Regulation

Treasury risk and balance sheet management

Due to popular demand, we now offer three tiers of treasury management training for BSA Members, Associates and Non-members. The courses will be repea...

BSA Card
  • BSA.Event Event
  • Prudential Regulation

An introduction to treasury management

Due to popular demand, we now offer three tiers of treasury management training for BSA Members, Associates and Non-members. The courses will be repea...

BSA Card
  • BSA.IndustryResponse Industry Response
  • Prudential Regulation

BSA responds to CP10/25

The BSA responds to the PRA's consultation CP10/25 on managing climate-related risks

BSA Card
  • BSA.Event Event
  • Prudential Regulation

Risk appetite training for credit unions

With increasing regulatory focus on the safety and soundness of Credit Unions, it is crucial that you understand the regulator’s risk appetite expecta...

BSA Card
  • BSA.Event Event
  • Mortgages & Housing

Annual meet-up for mortgage professionals

The 2025 Annual Mortgage Meet-up will be taking place in London on Thursday 25th September. Exploring some of the biggest issues shaping the futu...

BSA Card
  • BSA.PressRelease Press Release
  • Savings

Cash ISA Transfer Performance H1 2025

Collectively, the industry can report that 89 per cent of cash ISA transfers were completed within this timeframe between 1 January 2025 and 30 June 2025.

BSA Card
  • BSA.PressRelease Press Release
  • Mortgages & Housing

Generation Stuck: Majority of 25-44 year old renters thought they would own a home by now

New BSA research finds that a huge proportion of would-be first-time buyers have been unable to fulfil their dream of homeownership in the timeframe t...