Changing the Game:

Beyond ‘Just’ Low-code

The benefits of a unified digital transformation platform for building societies, banks and specialist lenders.

Overcoming barriers to innovation

In today’s rapidly evolving financial landscape, building societies and small banks are under increasing pressure to deliver innovative digital services at speed, while grappling with the complexities of legacy systems and heightened customer expectations.

Traditional software development methods and standalone solutions often lack the agility and integration required to stay competitive.

Netcall’s Liberty platform – a unified digital transformation platform that incorporates low-code application development, omnichannel engagement, intelligent workflows and AI-driven orchestration – offers a transformative approach. Liberty empowers CIOs to meet the demands of digital-first customers while addressing operational inefficiencies by combining speed, resilience and scalability.

The case for change

Rising customer expectations

Companies like Amazon have redefined service benchmarks by offering instant gratification through fast shipping, personalised recommendations and seamless digital interactions.

Customers now expect the same level of immediacy and convenience from all service providers, including financial institutions.

Expectations in the digital age are reaching unprecedented heights, according to Verint, 63% of customers cite delays or unresponsive service on digital channels as a major source of dissatisfaction, emphasising the need for realtime support to maintain trust.

Similarly, Qualtrics research highlights that omnichannel engagement is no longer a luxury but a necessity, with seamless and personalised interactions proving pivotal for customer loyalty and retention.

To meet these demands, building societies and banks need a toolset that enables realtime, multichannel engagement while ensuring operational efficiency and compliance. Gartner underscores the importance of adopting hyper automation technologies, such as low-code platforms, to transform their capabilities in order to rapidly address these expectations and streamline service delivery.

Increasing regulatory complexity

The financial sector is highly regulated, with ongoing changes in areas like anti-money laundering (AML), Know Your Customer (KYC) and GDPR compliance. Staying compliant requires adaptable systems that can respond quickly to evolving requirements.

Operational challenges with legacy systems

Gartner predicts that by 2025, over 50% of financial institutions will struggle to meet digital demands due to the limitations of legacy systems.

These systems create silos, limit data accessibility and hinder the adoption of modern solutions, leaving CIOs searching for ways to modernise incrementally without
disrupting core operations.

The Role of Low-code Platforms

Low-code application development software is changing the game for financial institutions, offering a faster, more flexible way to deliver digital solutions.

Accelerating innovation and agility

Low-code platforms like Liberty reduce development times by up to 90%, enabling institutions to launch new services or update existing ones in days rather than months.

Analyst Insight: Gartner highlights low-code as one of the fastest-growing segments in software development, projecting the market to reach $26.9 billion by 2024.

Nationwide leveraged
Liberty to streamline ISA processing, scaling operations efficiently during peak periods.

Bridging the gap with legacy systems

Legacy systems often act as bottlenecks to innovation. Liberty integrates seamlessly with these systems, enabling institutions to unlock data and modernise workflows without costly overhauls.

Analyst Insight: Forrester notes that 75% of organisations using low-code platforms
see improved integration with existing technologies.

The West Brom Building Society used Liberty to unify disconnected processes, automate workflows and deliver a seamless member experience.

Empowering business users: Liberty democratises application development by empowering non-technical staff to build and modify applications. This reduces reliance on IT resources, allowing teams to focus on strategic initiatives.

Low-code allows your organisation to build and configure your own apps and processes quickly and cheaply

This opens up opportunities to drive better customer service, automate process and reduce costs throughout the organisation. These are just some examples:

Build a highly configurable servicing
platform to answer any customer
request

Build a highly adaptable loan origination incorporating embedded AI to speed up the underwriting process

Be able to quickly adapt to new
regulatory requirements

Improve KYC (Know Your Customer) and customer onboarding using AI and at the same time reduce fraud

Build a broker portal that gives fantastic service and integrates seamlessly

Get products to market quicker without the reliance on third parties

Beyond ‘just’ low-code: The unified platform advantage

A successful digital transformation requires more than application development. Liberty stands out by combining low-code with process automation, AI-driven customer / user engagement and integration capabilities to create a comprehensive solution.

Low-code development

Accelerates application delivery with

drag-and-drop tools.

Intelligent automation

Automates repetitive tasks, improving

efficiency and reducing errors.

Multi-experience
applications

Delivers services across web, mobile

and messaging platforms.

AI capabilities

Enables conversational automation
across all channels, personalised
experiences and predictive analytics.

Seamless integration

Connects legacy systems, third-party APIs and modern applications.

The Liberty Platform in action

Nationwide

Enhanced Member Experience at Nationwide

Nationwide used Liberty to manage member
feedback through social channels, improving
engagement and loyalty.

Case study

Digital Transformation at The West Brom

The West Brom Building Society transformed its
workflows and customer interactions, leveraging Liberty to deliver great experiences without compromising speed or efficiency.

Case study
Hampshire Trust Bank

Scaling Operations at Hampshire Trust Bank

Hampshire Trust Bank used Liberty to digitise manual processes and integrate AI, supporting ambitious expansion goals while maintaining operational excellence.

Case study

Key benefits for CIOs

SPEED AND AGILITY

  • Launch applications up to ten times faster than traditional methods
  • Respond quickly to regulatory changes or customer demands

OPERATIONAL EFFICIENCY

  • Automate routine workflows, freeing staff to focus on value-added activities
  • Reduce reliance on third-party vendors through
    in-house development

ENHANCED CUSTOMER EXPERIENCE

  • Deliver seamless, multichannel interactions that improve satisfaction and loyalty
  • Personalise services using AI-driven insights and conversational interfaces

REDUCED TECHNICAL DEBT

  • Build new applications incrementally, reducing
    the burden of maintaining legacy systems
  • Create reusable components to streamline future development

Incorporating AI for strategic gains

Netcall Liberty integrates AI capabilities, enabling financial institutions to achieve quick wins:

  • Fraud detection: Real-time monitoring for suspicious activity
  • Self-service automation: Contextual conversations, personalised interactions – with seamless hand-off where human input is essential
  • Customer retention: Predictive analytics to identify at-risk customers and proactive automated interactions – either recommended to humans or delivered digitally
  • Loan processing: Automated verification and credit scoring
  • Personalisation: Tailored financial advice and product recommendations.
business process training

Implementation considerations

Assessing legacy systems

Evaluate which systems can be enhanced or
replaced using Liberty. Identify integration points to maximise value.

Change management

Provide training for staff to adopt low-code
development and automation tools
effectively.

Security and compliance

Ensure new solutions meet regulatory
standards and protect sensitive customer data.

How Netcall Liberty can help your organisation thrive in today’s digital-first world

The path to digital transformation is complex but filled with opportunities for CIOs who embrace the right tools.

Netcall Liberty offers a unified platform that combines low-code development,
omnichannel engagement, process automation and AI capabilities to deliver
fast, flexible and scalable solutions.

For building societies and banks, Liberty represents a strategic choice that bridges
the gap between legacy constraints and future innovation. It empowers
organisations to modernise incrementally, optimise operations and create exceptional
customer experiences – all while reducing costs and minimising risks.

Discover how our low-code platform can help
revolutionise your operations

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