Portman Building Society has been established for over 150 years tracing its roots back to 1846, making it the third oldest building society in the UK. It is the 4th largest building society in the world with assets over £9 billion and employs a total of 1,400 staff at it’s head office in Bournemouth and across it’s branch network. With over 110 branches based predominately in the south of England, the Society serves over one million members.
The Portman Building Society is committed to remaining mutual, offering members, whether savers or borrowers, a competitive product range and the traditional services which they have come to expect when dealing with a building society.
The Society’s principle activity continues to be the raising of funds through investment by members in order to make mortgage advances on residential property, focusing on offering excellent service and long-term value.
As part of their ongoing commitment to gain a better understanding of their customers needs and meeting their requirements, a strategic decision was taken to invest further in segmentation of the Portman customer database to enable greater insight into customer behaviour.
Central to the successful delivery of the key objectives was a need to:
Following a rigorous review of software packages and suppliers in the market, in-depth research and a trial whereby carefully selected market leaders were scored against the same criteria, Portman concluded that the challenge facing them could be met with the help of SPSS' analytical CRM solutions.
Kevin Winter, Group CRM Manager at Portman says “SPSS provided a complete analytical CRM solution that was not only easy to use but provided a sophisticated suite of functions to meet our short-term and long-term data needs”. To ensure the project got up to speed with the minimal of lead time, SPSS also delivered initial training followed by ongoing technical and training support for the Portman CRM team.
With the SPSS analytical CRM solution Portman are now able to attach value to the current contribution and the potential value of all their customers. Ultimately enabling them to save money on less profitable customers and inform the marketing strategy with the right products and services to promote that is both timely and relevant to customer needs.
“It has taken us 9 – 12 months to reach our first goal, but having developed internal expertise and achieved the four key components necessary to meet our objectives we have been able to successfully segment our customer database. Looking to the future, we see SPSS and their solutions playing a key role in building on our successes to date", concludes Kevin.
The complete list of global SPSS success stories can be found here
“SPSS provided a
complete analytical
CRM solution that
was not only easy to
use but provided a
sophisticated suite
of functions to meet
our short-term and
long-term data
needs.”
- Kevin Winter, Group CRM
Manager, Portman Building
Society
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