Following a pilot, Yorkshire Building Society has rolled out BookingBug’s platform to enable customers to book in branch and telephone appointments at any of its 200+ locations or UK based contact centres, across every channel. The FI says that it has cut staff admin time in half, and is converting high value leads into mortgage applications.

BookingBug has delivered a system capable of screening applicants through a series of qualifying questions provided by YBS. It then schedules phone or face-to-face appointments with advisors in branches or contact centres, updating colleagues’ Outlook calendars automatically when a booking is made, amended or cancelled.

Steve Finch, Senior Manager of Digital Development at YBS, says: “We encountered a lot of legacy vendors offering old tech with a web front-end bolted on, but BookingBug’s platform offered a far richer user experience. The interface was modern, responsive and offered enough flexibility to integrate with our existing systems.”

He adds: “We’re already considering this technology for other areas like savings appointments. Working with leading tech providers like BookingBug is what helps us to keep ahead in such a competitive market.”

By Scott Thompson


by Scott Thompson
Scott is Senior Editor at IBS Intelligence. You can follow him on Twitter and contact him at: