The pace of change occurring in the financial services sector is phenomenal , with a noticeable shift towards becoming digital-first in the quest for delivering simply brilliant customer experiences . Financial service institutions are in constant competition for customers . With increasingly standardised product sets they are forced to differentiate their offerings through customer experience , putting enormous pressure on customer facing operations such as contact centres and branch networks .

Financial services have a powerful motivator to optimise digital omni-channel performance . They must deal with evolving service expectations of today ’ s online , mobile and social network enabled customers . Those which have already invested and simplified the experience offered to customers are finding efforts rewarded by increased loyalty , market leading Net Promotor and Customer Effort Scores .

Yorkshire Building Society Group ( YBSG ) are the UK ’ s second largest building society , with over 3 million members and assets of £ 43 billion , who through a customer driven culture have developed a market leading brand for customer excellence and quality . YBSG are passionate about delivering simply brilliant customer experiences to members , using technology to enhance market differentiation and to underpin their continued leadership . YBSG have made a significant investment in a modern , digital cloud contact centre platform and unified communication service to support their customer facing , back office and branch environments .

Following a detailed market assessment , which saw YBSG evaluate 15 potential providers , Olive were invited to spend time with YBSG , carrying out operational and technical assessments over a 6-week period . This collaborative approach provided Olive with a deep understanding of YBSG ’ s existing technical environment , their current operational model and requirements for the new service . This insight enabled Olive to design a service that is closely aligned to YBSG ’ s digital and customer first strategy .

At the heart of the service being delivered to YBSG is Olive ’ s Cloud Managed Service Platform ( CMSP ). The platform is a customer engagement ecosystem , providing secure and simple access to best of breed contact centre tools that are delivered as a single cloud service , aligned to tailored YBSG user personas . Olive ’ s CMSP inter-connects into Mitel ’ s market leading Cloud platform , integrating leading services from Redbox , Teleopti and Eckho . All customer applications will be deployed in a separate “ private ” cloud environment , providing the most secure and resilient cloud service available in the market whilst meeting YBSGs security requirements .

The service supports YBSG ’ s digital ambitions and will enable them to deliver consistent customer satisfaction across all customer touch points including ; voice , e-mail and chat .

Designed to improve the customer experience is a speech enabled front door , allowing customers to seamlessly navigate through to the right contact centre colleague first time , avoiding the frustration of redirection and repeated conversation . The service also includes innovative automation capabilities , delivering modern self-service opportunities using innovative speech and AI capabilities .

Once implemented , YBSG will benefit from a cost effective , highly resilient , agile contact centre and telephony service that meets the demands of the business today but can evolve as the needs of their members change . Through Olive ’ s CMSP , YBSG will consume the customer interaction tools they need to deliver simply brilliant customer experiences , removing duplication , complexity and cost whilst ensuring that they have the agility to scale and flex in-line with operational requirements .

Olive , an award-winning Cloud Managed Service Provider and Mitel Platinum Solutions Provider , has a track record of success in delivering modern digital solutions for financial services – supporting all aspects of the modern digital customer journey . Working with leading organisations such as Reassure , 1st Central Group and One Family ; Olive has deep industry experience of the key drivers impacting customer experience delivery in the financial services sector .

LEARN MORE