Client Stores /
Police Mutual and Forces Mutual Case Study
Client Stores /
Police Mutual and Forces Mutual, now part of the Bspoke Group, provide financial services products tailored to the unique needs of the police and military communities. In addition to traditional insurance products, the organisations offer wellbeing support, including financial education, mental health resources and respite services.
With a high volume of financial promotions and the need to manage workflows across two distinct brands, the marketing team required a more structured, auditable and scalable approach to content governance. Following earlier exposure to the platform under previous ownership, Police Mutual and Forces Mutual implemented a standalone instance of bethebrand to improve control and regulatory oversight.
Before adopting the standalone platform, the team managed financial promotions using SharePoint and manual processes that proved increasingly difficult to maintain at scale. As regulatory expectations increased, particularly under Consumer Duty, the reliance on shared folders and email approvals created risks around version control, delayed reviews, and time-consuming auditability.
“We previously used SharePoint to manage financial promotions. We didn't find this particularly reliable as we have a very high number of financial promotions across two brands in the business, so it was getting quite difficult to manage the volume manually.”
The challenge was compounded by the demands of working across multiple business units and with external agency partners. All of which required coordinated, trackable and auditable workflows.
The decision to implement a customised version of bethebrand marked a turning point.
The platform was tailored specifically to support the regulatory and operational needs of both brands, with workflows, user permissions and search functionality built around their unique requirements.
“We can now find what we need so much more easily. The search filters are specific to our brands and products, which makes a huge difference when working at scale.”
The platform also allowed the business to consolidate multiple tools into a single ecosystem, with external partners now working within the same system. This has helped avoid the need for separate systems or processes to manage agency workflows.
“bethebrand also helps us cost-effectively liaise with our agency. Without this platform, we'd need another solution entirely to work with them.”
The transition from the previous system involved the migration of significant volumes of legacy assets, all coordinated through structured timelines and hands-on support from the bethebrand team.
“The training helped even experienced users unlock features we hadn't been using. It wasn't just about onboarding, it gave the team more confidence to use the system fully.”
The introduction of a dedicated platform has brought consistency, clarity and confidence to marketing control and governance across Police Mutual and Forces Mutual.
With delegated authority for financial promotions, the team now has greater confidence that the business can demonstrate control and traceability in line with FCA expectations. The platform plays a critical role in evidencing Consumer Duty compliance, with structured workflows and regular reporting aligned to internal monitoring processes.
The team can locate, review and update content far more efficiently. Whether launching a new product or responding to an operational change, assets are now stored in a central location, with full version histories and user visibility.
“If someone's off on holiday or leaves the business, someone else can pick things up immediately. That wasn't possible before.”
With super users in place, the marketing team can manage new starters, update users and refine the system without needing to escalate basic support queries, freeing up time and resources across the function.
The team consistently praised the responsiveness of bethebrand's account management and technical support team.
“Our Account Manager, Karen, is excellent. I asked for a change to support an operational transfer, and she had it implemented the next day. That level of responsiveness makes a huge difference and is extremely rare!”
“The support is so fast. It's genuinely impressive..”
While the platform is currently used for marketing financial promotions, the team is now exploring the potential to expand usage to include operational communications. With the groundwork in place, Police Mutual and Forces Mutual are well-positioned to evolve toward a single system for managing all customer-facing content.
“Without bethebrand, I wouldn't feel confident that we could meet our obligations as a regulated business. For us, that's the real return on investment.”
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