ACF Implements Enterprise Appointment Booking System for YBS

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.