Mutual Vision's Implementation of Twilio for Vernon Building Society

“The implementation of Twilio was a great success and a smooth process to the
point where it’s worked that well, the change has gone unnoticed with both our
members and team”

In August 2023, Vernon Building Society undertook a partnership project to implement Twilio as their Two-Factor Authentication functionality within MV Online Banking. The driver for this was improved features such as the pace of the 2FA voice message. The end-to-end project was undertaken across a three-month period and a core objective was to ensure a smooth transition, so that there was no impact to the customer experience for members and internally.

We sat down with Vernon Building Society and MV’s Delivery Lead to ask a few questions about how the project went.

Why choose Twilio?

The features of Twilio 2FA were much clearer and better pace; when a member selects phone call for their code it is a huge improvement in Twilio as it is slower, allowing more time for our vulnerable members to hear this clearly. There will hopefully be far less disruption to services as previously experience, however, as the Twilio partnership is managed entirely by MV, if there were any issues the resolution would be quicker due to MV managing the services directly.

What went well during the project?

The project was well organized by the Delivery Lead, who was always on hand to offer support and ensure any issues were promptly dealt with, and there was strong communication from the start of the project. The project objectives and timescales were clearly set, and we had regular updates on progress. The test system remained stable with no issues during the testing process and post implementation support was also beneficial. This implementation would encourage us to have confidence in the smooth implementation in potential future partnerships with MV that were relevant and improvements to our services.

What did MV learn from this project?

The post implementation support model for a project of this size was also incredibly beneficial to both Vernon Building Society and MV, as it ensured that any issues were resolved quickly and confidence in the new product remained high. MV have recognized that this model is required and shall be adopted for all projects, regardless of size.

How was the implementation received by customers and internally?

The change has gone unnoticed, which met a huge objective of this project as we did not want to impact the user experience of our members and our teams internally. The features of 2FA are clearer and better paced to what we previously had in place, which we are confident will support our more vulnerable members.

Any recommendations you would make to other MV customers who may be looking to switch to Twilio?

We can’t recommend Twilio and its implementation with MV enough. We are early into using this service however so far, we have only experienced it to be a positive change and overall to have improved our online services for our members.

If you’d like to talk to us about our products or services please contact our Business Development Director David Bennett at dbennett@mutualvision.co.uk