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How we helped an online bank increase their market share

Capita Change Makers - banking

Our client is a fairly new name in online banking but currently serves 7m customer accounts across its product range – mainly mortgages, credit cards, personal loans and savings. We’ve worked together for five years, providing a full mortgage outsourcing service as part of its consumer model across web and telephony channels.



Grow market share by tapping into a new distribution channel.


Build a portal designed by intermediaries for intermediaries.


Intuitive and quick process for the intermediary and the consumer.


The challenge

After two and a half years selling mortgages direct, our client found it was only operating in less than 10% of the market. More than half of its customers were buying mortgages through brokers. So, in a fast moving mortgage market, where intermediaries are becoming an increasingly important distribution channel, our client needed help to enter this key market.

Office workers looking at laptop

Our approach

Capita developed a portal based on Capita software, which offers brokers searchable lending criteria, the ability to scan and upload documents and to track the status of applications from any device. The functionality was defined by intermediaries for intermediaries – we spoke to them and tailored the software accordingly. The emphasis is on convenience and ease.

It enables intermediaries to submit applications quickly and accurately with minimal back end processing.

The impact

The broker portal makes doing business easy and efficient – giving a great experience to both the adviser and the end consumer in terms of the facilities it offers to make the process intuitive and quick. 

Other functions of the portal include:

  • a single view of all pipeline cases: with a single click, users can drill down into each individual case from the single screen
  • specific log-in profiles allow support staff to access individual cases and complete the registration or view progress
  • instant decisions in principle
  • a ‘stop and save’ technology allows a current case to be saved and retrieved at any point by the broker from any device.

Advisers can contact the lender by phone, online or using the webchat functionality.

The new broker platform has been specifically designed to help brokers provide a great service to customers remortgaging or purchasing their home.

Products director - savings, loans and mortgages


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