Improved user experience

Computacenter’s new slant on services empowers users and delivers desired cost savings for Yorkshire Building Society.

Yorkshire Building Society Group is the second largest building society and the seventh largest retail financial services provider in the UK. With branches from Land’s End to John O’Groats, it has more than 3.3 million customers.

Objective

In 2020, many of Yorkshire Building Society’s Managed Services were up for renewal. Sarah Hollis is a Senior Manager in Technology Services, Risk and Monitoring at YBS. As she explains: “We wanted a refreshed service that was reflective of the transformation we were delivering to our desktop estate in 2020 which would see us move to Windows 10 Evergreen and new devices for all colleagues. We wanted a service that reduced our cost base, offered flexibility as we continued to evolve the service and, more importantly, improved our colleague experience.”

Solution

Computacenter were selected as the preferred supplier to run Yorkshire Building Society’s Managed Services for another five years, commencing in October 2020. As Sarah Hollis explains: “We already had a strong partnership with Computacenter, but it was refreshing to see the ideas they brought to the table as part of the bidding process; they didn’t just propose a like for like service.”

Outcome

Computacenter has succeeded in maintaining a high-quality service and has introduced significant cost savings by re-shaping some central and second line service functions. They have also evolved the service by delivering engineering support through a new TechCenter at Yorkshire Building Society’s head office in Bradford, which is backed up by an appointment scheduling app.