Case Study: Yorkshire Building Society achieves faster, scalable appointment booking and improved customer & staff satisfaction with ACF Technologies' Q-Flow Appointment Booking System

ACF Implements Enterprise Appointment Booking System for Yorkshire Building Society

Yorkshire Building Society, the UK’s third largest building society, faced a failing appointment booking platform that couldn’t scale for its nearly three million members and 3,000+ staff. Performance degradations, operational inefficiencies, limited reporting and a need to innovate prompted YBS to engage ACF Technologies to replace and modernise its Appointment Booking System using the Q-Flow platform.

ACF Technologies implemented an enterprise Q-Flow solution—web UI, rota management, online booking, reporting and Azure cloud hosting—with a seamless overnight migration and GDPR/ISO27001-compliant operations. The new system delivers real-time availability across all branches, faster booking and serving, and rich reports (appointments, average service times, SLA comparisons, calendar utilisation), resulting in reduced average booking time, improved staff and customer satisfaction, better data-driven decision making and increased operational efficiency.

Yorkshire Building Society

Linzi Piper

Operational Improvement Manager, Direct Mortgages