ABOUT Yorkshire Building Society
Yorkshire Building Society (YBS) is the third-largest building society in the UK. With its headquarters in Bradford, West Yorkshire, England, YBS has been providing financial services since 1864 and today offers a range of products such as savings accounts and mortgages. YBS proudly serves nearly three million members across the UK from a UK-wide branch network and multiple call centres. Yorkshire Building Society also includes Chelsea Building Society and Accord Mortgages.
The Challenge
With such a large customer base across the UK, and over 3,000 members of staff, serving customers using appointments has been core to the business for some time. As YBS has grown in recent years, the need for an appointment booking solution that could scale to meet demand and the organisation's vision was becoming apparent.
1. Declining system performance
With hundreds of branch and agency locations, as well as call centres, the demand on the existing appointment booking platform was proving too much, which eventually began to directly impact on staff performance and the customer experience. A need for a higher performing and scalable system was required.
2. Building frustration and inefficiencies
A knock-on effect of an underperforming booking system was leading to operational inefficiencies for staff trying to create and serve appointments.
3. A lack of true data and insight
Further down the line, a lack of reporting data and insights meant YBS was not able to make the strategic decisions they needed to in order to best shape their appointment booking solution and ultimately customer service.
4. A need to innovate
With numerous innovative ideas in mind, YBS continued to look for a solution that could enable them to fulfill their vision of how appointment booking would support their staff in serving customers and, a supplier who would bring ideas to the partnership to further drive impactful innovation.
The Solution Overview
ACF worked with Yorkshire Building Society to implement an enterprise Appointment Booking System, using the Q-Flow platform, that would achieve the following key goals:
- Enable meaningful reporting data insights
- Increase overall system performance and stability
- Increase speed of booking and serving of appointments
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Restore the faith in appointments among the branch and call centre staff
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Enable YBS to expand their system and innovate, aligned to their vision
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A seamless, overnight replacement of the existing booking system
The Results:
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Reduction in average booking time
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Improved staff satisfaction with the booking system
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Improved visibility of data and insights using the reporting suite
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Increased overall customer satisfaction for appointment booking journeys
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Increased overall staff efficiency for booking and serving appointments
Cloud hosting
YBS decided to host Q-Flow in the cloud using ACF's Azure hosting. The solution is fully GDPR compliant, with ACF being fully 1SO27001 certified also.
Seamless delivery
ACF and YBS worked together to deliver the solution with a continuous transition, with the final step all being delivered from one day to the next. All data was successfully migrated from the old system into Q-Flow to ensure all future appointments were not missed and data integrity remained.
Support & Account Management
ACF Technologies supports YBS with any issues that may arise and organizes quarterly account meetings to ensure the system evolves as YBS requires.
Want to know more?
We are more than happy to investigate how we can work with you to transform your customers’ experiences every time they interact with your organization and dramatically increase your operational performance. Speak with our experts value the opportunity to combine their knowledge and experience with technology that enables an improved journey design and optimal customer experience.
