Case Study: Yorkshire Building Society achieves faster, scalable appointment booking and improved customer satisfaction with Q-nomy

Yorkshire Building Society - Customer Case Study

Yorkshire Building Society (YBS), the UK’s third-largest building society serving nearly three million members through a nationwide branch network and call centers, relied heavily on appointment bookings. As the organisation grew, its legacy booking system became slow and unstable across hundreds of locations, creating staff inefficiencies, poor customer experience, limited reporting and an inability to scale or innovate.

YBS replaced the legacy platform with Q-nomy’s Q-Flow, hosted on Azure and delivered by partner ACF, in a seamless overnight rollout to manage in-branch and telephone appointments and provide robust reporting and scalability. The new system reduced booking times, improved system performance and staff satisfaction, restored confidence in appointments and delivered better data insights and customer satisfaction.

Yorkshire Building Society

Linzi Piper

Operational Improvement Manager, Direct Mortgages