20+
years partnership
2005–present
Best Use of CRM Technology. Twenty years and counting.
Rubicon's Accelerator won Best Use of CRM Technology at the 2007 Financial Sector Technology Awards - beating Barclays, Deutsche Bank, and Dresdner Kleinwort. Also shortlisted for Best Use of IT in Retail Banking. The platform is still in production today.
300+
automated processes, letters & scripts
2007
FST Award winner
Best Use of CRM Technology
1
single customer view
Across the entire organisation
The Brief
One view of every customer. Every process done right, every time.
Market Harborough Building Society came to Rubicon in 2005 with a clear problem: they had no single view of their customers, and a large volume of customer-facing operational work - letters, scripts, service workflows - was being handled inconsistently across the organisation.
They needed a system that could bring customer data together in one place, automate repeatable processes without losing quality, and give staff confidence that every interaction followed the right steps in the right order. For a building society operating under financial services regulation, consistency wasn't optional.
What we built
- First point of contact - Accelerator deployed throughout head office and branch operations as the front door for all customer engagements
- Fully integrated with TietoEnator Summit- Accelerator sat on top of the society's core banking suite, providing a unified front-end for all customer engagements
- 300+ automated processes - from mortgage applications to customer correspondence
- Genuinely affordable - enterprise CRM capability at a fraction of big-ticket implementation costs, enabling a mutual to compete on service with limited headcount
- Compliance by design - regulatory requirements encoded into process logic, not bolted on
Industry Recognition
Best Use of CRM Technology - Financial Sector Technology Awards 2007
Rubicon's Accelerator won Best Use of CRM Technology at the 2007 Financial Sector Technology Awards, held at the Grosvenor House Hotel in London. Rubicon was also shortlisted for Best Use of IT in Retail Banking.
The competition included Barclays Bank, Deutsche Bank, Dresdner Kleinwort, IFDS, and ING Investment Management. A building society CRM built by a small Surrey software company, beating the biggest names in banking - on a modest budget.
"We are absolutely delighted with Rubicon. Accelerator not only fulfils our desire for a single view of our customers and prospects, it has put us at the forefront of customer service innovation and it has done so affordably. Over 300 processes, letters, and forms have been automated already, replacing previously manual activities. Working this efficiently means we can now deliver competitive services with limited human resources."
Philip Dearing, CEO, Market Harborough Building Society
"Such high profile industry recognition of the innovation in customer service that we have managed to achieve is immensely gratifying. Rubicon's flexible approach and understanding of our needs undoubtedly contributed significantly to our success."
Neil Williams, Assistant General Manager (IT), MHBS
"This demonstrates what can be accomplished, even with a modest budget, if an organisation has a clear strategic vision and a fundamental appreciation of technology as a business enabler."
Alistair Hancock, CEO, Rubicon Software Group
Twenty Years Later
The system works. The relationship endures.
Market Harborough Building Society remains an active Accelerator client twenty years on. Along with Norton Finance - also a client since 2005 - it demonstrates something that matters more than any award: the platform and the relationship around it continue to deliver value long after the initial deployment.
In an industry where technology projects are measured in months and vendors are replaced in cycles, a twenty-year partnership is unusual. It exists because the system works, and because the people behind it understand that building society operations don't stand still - the technology has to evolve with the business, not the other way around.
That principle - start with the business problem, build what the operation actually needs, and maintain it for as long as it matters - is the same one Rubicon applies to every engagement. The tools change. The discipline doesn't.
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