EUROPE example of this in action . He begins by outlining the issues identified with the legacy system . “ We recognised that from a cross-channel perspective it was pretty clunky in terms of customers requesting to get an appointment in branch – it was a very manual process which involved call backs between branch staff and customers . We have all had call backs at times when we ’ re either at work or not by our phones .”
Customers can now book a branch appointment directly into a mortgage advisor ’ s diary via a fully automated
system , also receiving free email alerts and text prompts . This has led to a higher proportion of applications being completed , which in turn is boosting satisfactions ratings and even led to YBS being shortlisted for Best Digital Service Initiative at last year ’ s Banking Technology Awards . A project lasting a total of nine months , this involved close collaboration with BookingBug , and has led to more than 3,500 appointments being made online , which translates to around 15 percent of all appointments .
Mortimer continues , pointing to another feature of the new
Nick Mortimer Head of Marketing and Ecommerce
Nick is accountable for the Group ’ s brand strategy , marketing communications and e-commerce capability . Prior to joining YBS Nick held a series of senior leadership roles at Barclays Bank in strategy , commercial and marketing positions across retail , premier and business banking divisions
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