Case Study: Newbury Building Society reduces cancellations from 28% to 12% and doubles bookings with Sign In Scheduling

Deploying a high-quality customer self-serve system at a top UK Building Society

Newbury Building Society, one of the UK’s oldest building societies with 10 branches, was struggling with a manual phone-and-Outlook booking process that produced a 28% appointment cancellation rate and heavy administrative workload. To address this, Newbury engaged Sign In Scheduling, deploying the 10to8 booking platform to provide a secure, enterprise-scale self-service booking solution.

Sign In Scheduling implemented a customized 10to8 booking page, automated confirmations/reminders, service-specific messaging, staff/team management and reporting, plus booking-time questions; within a year customer self-service rose from 0% to 81% and cancellations fell from 28% to 12% (a 16 percentage-point drop). The vendor’s solution enabled 8,685 appointments to date (about 140/week), a 98% year‑on‑year uplift in bookings, around 80 bookable staff, and reduced admin time, callback requests and no-shows—improving both customer satisfaction and staff productivity.

Newbury Building Society

Richard Newport

Project Manager