Case Study: Building Society Adds Managed Service

Yorkshire Building Society has selected Sabio to ensure the end-to-end performance of its customer service experience.

The customer

Yorkshire Building Society is the second-largest building society in the UK. It has 231 branches, employs around 4,100 staff and has 3.5 million customers.

The challenge

With effective customer engagement critical to the Society’s ongoing success, they needed to work with an external service provider that would be accountable for the overall technical and operational performance of its customer service infrastructure.

The challenge was identifying a partner that combined deep expertise in their core technologies with the ability to provide the right levels of support for their extended communications and contact centre network.

The solution

Yorkshire Building Society selected Sabio to operate a five-year managed service agreement that ensures the end-to-end performance of their core customer service and communications platform based on Avaya, Nuance and Verint technology.

Supporting them with a dedicated on-site capability, access to its specialist service intervention team, as well as comprehensive 24x7x365 coverage across first, second and third line support for its key technologies.

Sabio also ensures ongoing solution upgrades for their contact centre and communications technologies.

The results

• Managed service agreement in place delivering end-to-end support for the Society
• Core Sabio-managed communications platform supported rapid integration of 1,000 Society staff at its new Broad Gate site in Leeds
• Increased agility helping the Society’s transition from fixed desk environment to smarter, flexible working.

A commitment to delivering a consistent, market-leading customer experience is at the core of the Society’s strategy, with a clear vision ‘to be the most trusted provider of financial services in the UK’.

Nine out of ten customers are happy to recommend Yorkshire Building Society to their family and friends, and the Yorkshire’s Net Promoter Score (NPS) typically averages over twice that of rival high street brands.

Central to this success has been their determination to invest in its infrastructure of back-office, contact centre and branch technology that ranges across all aspects of IT, e-commerce, communications and telephony.

“At Yorkshire Building Society we recognise the need to keep on refining our core systems so that it gets easier and easier for our members to do business with us,” said Martin Baylis, Head of Network Services at Yorkshire Building Society. “We’ve worked closely with Sabio to enhance our contact centre and communications platform, and our current deployment now extends our telephony capability across multiple sites and branches.”

For more information about Sabio, visit their website.