Our journey with
Triodos Bank
- Client: Triodos Bank
- Project: Making sustainability part of the mortgage journey
- Rol: Joris Lans, Product Manager Mortgages
Triodos
For Triodos Bank, this project was about more than digitalisation. The ambition was to make sustainability an integral part of the digital mortgage journey, and to give customers more insight and control. That brought a complex challenge. How do you let customers explore mortgage and sustainability scenarios on their own, while every outcome matches the adviser’s calculations? And how do you make complex mortgage logic accessible and clear? Together with Triodos, Yellowtail Conclusion developed a digital customer journey that brings mortgage calculations, sustainability and personal advice together.
Making sustainability part of every step
Triodos Bank wanted sustainability to have a permanent place in the mortgage process. Customers needed insight into their sustainability options, the financial impact of those options and the choices that suit their situation, right from the moment they start exploring.
At the same time, the bank wanted to give customers more control. Instead of waiting for an advice meeting to explore their options, customers compare scenarios themselves and make better-prepared choices. That placed high demands on the technology. Every calculation had to match the adviser’s outcomes exactly, including for complex mortgage structures and Triodos’s specific sustainability schemes.
One environment for mortgage, sustainability and advice
Together with Triodos, Yellowtail designed and delivered an integrated solution that brings research, mortgage calculation, sustainability and customer contact together. The solution combines a proven mortgage calculation engine with custom work for Triodos’s products, mortgage rules and sustainability options.
Within one environment, customers calculate mortgage scenarios, compare their financial options, see the impact of sustainability measures, explore improvements to their home’s energy label (the Dutch equivalent of an EPC rating) and contact an adviser directly, either by booking an appointment or by video call from the portal. Altum AI supplies the underlying sustainability data, such as energy label and property data. The outcomes always match what the adviser sees, however complex the scenario.
Why Triodos Bank chose Yellowtail Conclusion
Simplicity within complexity
Behind the scenes, the solution processes extensive mortgage and sustainability logic. Customers experience one clear digital journey.
Sector knowledge meets technology
Expertise in financial services, customer journeys and technology comes together in one solution that meets the needs of both customers and Triodos.
A trusted partnership
More than ten years of working together gave Triodos and Yellowtail the basis to move quickly and tackle complex questions together.
Behind the scenes of the partnership
Developing this solution took more than technology alone. It meant connecting sustainability, customer needs and complex mortgage processes in one digital customer journey.
In this video (in Dutch), Joris Lans, Product Manager at Triodos Bank, and Marèl Verschoor, Managing Consultant, and Yvor van der Beuken, Senior Technical Consultant, both at Yellowtail Conclusion, talk about why the project started, the choices they made during development and the opportunities they see for further development.
The result
With the new solution, Triodos Bank has integrated sustainability into its digital mortgage journey. Customers get early insight into their sustainability options, the financial impact of those options and the choices that suit their situation. That gives customers more control and a smoother route from research to advice.
Ready for the next step
The partnership between Triodos and Yellowtail started with the ambition to give sustainability a natural place in the mortgage journey. Today, Triodos has a flexible foundation to build on. That makes it quicker to add new features, sustainability services and improvements to the customer journey. So Triodos and Yellowtail keep working together on a mortgage process that helps customers make sustainable choices more easily and with better information.
