Founded in 1856, Newbury Building Society is a mutual building society serving members across Berkshire, Hampshire, Oxfordshire and surrounding areas. The Society provides savings and mortgage products, with a focus on delivering personal, community-focused financial services and building long-term relationships with its members.
Executive Summary
Newbury Building Society (NBS) has partnered with Hoth since 2007, using the platform to support its service management operations.
After years of running Hoth through an on-site SQL deployment, NBS chose to migrate to the Hoth Cloud Platform. With careful planning and close collaboration between the two teams, the migration was completed over a single weekend just before Christmas—with no downtime.
The move to the Cloud has given NBS an enhanced user experience, improved visibility across teams and stronger reporting capabilities, while providing a flexible platform that can continue to evolve alongside the organisation.
The Challenge: Moving to a More Flexible Platform
Having worked with Hoth for many years, NBS wanted to modernise its existing service management environment while maintaining the functionality and familiarity its teams relied on.
The move from an on-site SQL deployment presented an opportunity to improve the overall user experience and make better use of Hoth’s evolving capabilities.
Key priorities included:
- A seamless migration: Move to the Cloud without disrupting day-to-day operations.
- Improved navigation: Make it easier for users to find and manage the information they need.
- Greater visibility: Improve visibility of activity across different teams.
- Enhanced reporting: Strengthen reporting capabilities to provide better insight into service performance.
- Future flexibility: Create a platform that could adapt as NBS’s requirements developed.
The Solution: A Carefully Planned Cloud Migration
NBS worked closely with the Hoth team to plan and deliver its transition from an on-site SQL deployment to the Hoth Cloud Platform.
The migration was completed over a single weekend, shortly before Christmas, minimising disruption to users and ensuring the system was ready for business as usual.
Traci from NBS describes the experience:
“With the support of the Hoth Team, the transition was seamless—no downtime and a great success.”
The move also allowed NBS to take advantage of the Cloud platform’s ongoing development and functionality, rather than simply replicating its previous environment.
The Impact: Better Visibility, Reporting and User Experience
The Cloud migration provided NBS with more than a change in hosting. It created an opportunity to improve how teams interact with the system and make better use of the information within it.
Easier Navigation
The Cloud platform has helped improve the overall user experience, making it easier for NBS teams to navigate the system and access the information they need.
Greater Team Visibility
Improved visibility across teams gives NBS a clearer view of service activity and helps teams work with greater awareness of what is happening across the organisation.
Enhanced Reporting
The move has also upgraded NBS’s reporting capabilities, providing improved access to information that can support monitoring, oversight and decision-making.
Continuous Improvement
NBS continues to benefit from Hoth’s ongoing feature development, allowing the organisation to introduce new functionality and improvements as they become available.
Testing New Functionality with Confidence
A key benefit for NBS is the flexibility to trial new functionality before introducing it more widely.
This gives the team an opportunity to explore how new features could work within its environment, make adjustments where necessary and implement changes with greater confidence.
Traci highlights the flexibility of the platform:
“Highly configurable, easy to implement with Hoth’s extensive knowledge. The cloud upgrade and continuous feature enhancements help us deliver better service to our customers.”
A Partnership Built on Collaboration
NBS and Hoth have worked together for almost two decades, creating a relationship that extends well beyond the software itself.
The NBS team values Hoth’s collaborative approach and the knowledge available to support both day-to-day requirements and larger developments.
“Hoth is a great cultural fit. The team is collaborative, knowledgeable, and always willing to help. Nothing is ever too much trouble.”
This long-standing partnership has helped NBS confidently evolve its service management environment while maintaining continuity for its users.
Key Results & Impact
Zero Downtime
NBS successfully migrated to the Hoth Cloud Platform without disrupting its users or day-to-day operations.
Weekend Migration
The entire transition was completed over a single weekend, minimising operational disruption.
Improved Navigation
The Cloud platform has enhanced the user experience, making it easier for teams to navigate and access information.
Greater Visibility
Improved visibility across teams gives NBS a clearer picture of service activity and ongoing work.
Enhanced Reporting
Upgraded reporting capabilities provide NBS with better access to service information and operational insight.
Flexible Configuration
The highly configurable platform allows NBS to adapt Hoth to its requirements without unnecessary complexity.
Test Before Deployment
New functionality can be trialled before being introduced more widely, giving the team confidence in new developments.
Continuous Improvement
Ongoing feature enhancements ensure NBS can continue developing its service management capabilities as its needs evolve.
Client Testimonial
Continuing to Evolve with Hoth
Following its successful move to the Hoth Cloud Platform, NBS continues to work with Hoth to improve its service management capabilities.
The combination of a flexible Cloud platform, ongoing feature development and a collaborative partnership gives NBS a strong foundation for continuing to enhance its internal services and deliver a better experience for its customers.
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