Scaling Personal Banking Communications for an Overseas British Private Bank

For an overseas British private bank, personal relationships are everything. Clients expect a high-touch experience, with dedicated Relationship Managers and communications that feel considered rather than automated. When a sudden surge in mortgage demand arrived, the bank needed to scale fast, without losing the human feel that defines private wealth banking.

Challenge

The bank’s loan origination documents were built manually using Microsoft Word templates. While this worked for low volumes, it created duplication, delays and risk as data had to be retyped further down the process. Tracking applications was equally challenging, with no central visibility of progress. When a new shared ownership scheme triggered a dramatic increase in mortgage applications, the existing approach was no longer viable and hiring large numbers of temporary staff was not an option.

Solution

Holly Grove partnered with the bank to automate its backend document processes using Lasernet, without disrupting the personal service clients expect. Customer and property data is now stored centrally and used to generate compliant loan documents in just a few clicks. Documents are automatically created, distributed and tracked, then shared directly by Relationship Managers to maintain a high-touch experience. What was once a bottleneck became a scalable, reliable workflow that allowed the existing team to handle a significant increase in demand accurately, compliantly and with confidence.

Facing similar challenges with documents or customer communications? Let’s have a conversation about how Holly Grove can help.