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Nottingham Building Society says it cut the time to prepare customer interest-rate-change communications from around two weeks to under 15 minutes by consolidating customer data in a Microsoft Fabric platform built with AND Digital. The reported improvement applies to preparing communications—not mortgage underwriting, completing an application or changing a customer’s rate.
What did Nottingham Building Society speed up?
The change was to the preparation of customer communications when interest rates change. FF News reported the before-and-after figure on 5 October 2026: around two weeks before the project, compared with under 15 minutes afterward. The report does not describe this as the time to approve a mortgage, process an application or alter an individual customer’s rate.
The distinction matters: the platform addressed the work needed to assemble information for communications, not the financial decision or product change those communications describe.
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Bring fragmented customer data together
According to the FF News case report, relevant customer information had been spread across Salesforce and Sopra Banking Software. Conflicting records and unreliable contact details made it harder for staff to get a consistent view of members.
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Reduce manual reconciliation
Staff had been manually reconciling spreadsheets and relying on physical mailings. The new Microsoft Fabric data platform consolidated information in a common environment, while Power BI dashboards gave staff a more unified membership view. In practical terms, the case describes a move from assembling and reconciling data manually toward preparing communications from consolidated information.
What did AND Digital and Microsoft Fabric contribute?
AND Digital delivered the Microsoft Fabric platform over a reported 12-week project. Fabric is the named data platform in the case; Power BI provided staff-facing dashboards. The report does not detail the technical architecture, integrations, data controls, or the precise workflow used to generate each communication, so those implementation details cannot be inferred from the reported result.
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Mark Akerman, Nottingham Building Society’s Director of Delivery and Data, said: “When interest rates change, it is essential that our customers receive clear information as quickly as possible, so they have enough time to understand their options and make informed decisions around their products, such as their financial savings and mortgages.”
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The reported reduction is substantial: from around two weeks to under 15 minutes to prepare customer rate-change communications. However, FF News does not provide a measurement methodology or independent validation for that figure. It also does not report a sample size or quantify a resulting customer outcome. The case is therefore evidence of a specific reported implementation, not proof that other lenders would achieve the same result or that a particular Consumer Duty outcome was measured.
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For organisations considering similar work, the useful questions are whether source systems can be integrated reliably, how conflicting or incomplete records will be reconciled, what staff need to see in reporting, and how processing improvements will be measured and governed. This case names the platforms and partner but does not provide comparative vendor testing or enough detail to answer those questions for another organisation.
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