Yorkshire Building Society BookingBug Case Study

Yorkshire Building Society Leads in Omnichannel Banking


YBS becomes the first UK mortgage provider to enable customers to book appointments in-branch and at contact centers.

A financial powerhouse with strong roots


Yorkshire Building Society traces its history back to 1867 in Huddersfield, West Yorkshire and has since grown to become UK’s second largest building society. The YBS Group has more than 3.1 million members, 4,500 employees and £38 billion in assets.

Automated processes


BookingBug worked closely with YBS to deliver a booking system capable of screening applicants through a series of qualifying questions. The system then scheduled phone or face-to-face appointments with advisors, updating the advisor’s Outlook calendars automatically when a booking is made, amended or cancelled.

Nationwide roll out


The platform was then rolled out to include all 200+ branches and displayed prominently on all group websites.

Laying foundations for the future


Steve also says, “It doesn’t stop here, YBS has a transformative roadmap ahead of us. We’re already considering this technology for other areas like savings appointments. Working with leading technology providers like BookingBug is what helps us to keep ahead.”

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