Case Study: Yorkshire Building Society boosts employee satisfaction and productivity with ServiceNow HR Service Delivery

YBS Group improves employee satisfaction with centralised HR services

YBS Group, a Bradford-based financial services organisation with 4,500 employees, needed to replace limited HR software and manual processes as it grew. To support its people-first mission and give staff better access to HR services, the company set out to create a single, visible HR hub as part of its wider ServiceNow-based ServiceConnect platform.

Using ServiceNow HR Service Delivery, YBS built HR Connect as a one-stop digital HR shop for onboarding, offboarding and everyday employee queries. The rollout handles roughly 750 HR cases a month, cut onboarding form time to about 3 minutes, freed managers from paper forms, increased productivity and visibility via SLA-backed reporting, and delivered happier, better-informed employees — with plans to expand the service to more HR functions.

Yorkshire Building Society

Emma Bailey

IT Governance and Assurance Analyst, Business Services & IT Governance