Client
Skipton Building Society
Industry
Financial Services
Primary Goal
Transform customer experience
Technology
Microsoft D365, Copilot
MAKE MEMBER EXPERIENCES COUNT
Skipton Building Society knew its people were committed to delivering exceptional service, but outdated systems and disconnected processes were making that increasingly difficult. Working with KPMG and Microsoft, the organisation transformed the way colleagues and members interact, creating a modern, AI-enabled customer engagement platform that helps deliver more meaningful experiences in the moments that matter most.
20%
Efficiency gains through AI-enabled knowledge management
15%
Improvement in lead conversion rates
1,000+
Colleagues enabled with AI-powered knowledge tools
MAKE EXPERIENCES SMOOTH
From fragmented systems to personalised member journeys
- Before
- During
- After
MAKE CHANGE HAPPEN
Seizing the future of member engagement
Skipton Building Society, a beloved institution for over a million members, prides itself on a dedicated team of 2,500 colleagues committed to exceptional service. But in a rapidly evolving landscape, how could they not just meet, but exceed expectations and truly get ahead of the moments that matter most to their members?
The organisation’s systems and processes were holding their people back. Multiple on-premise IT applications had created a fragmented customer and colleague experience. Siloed systems hampered organisational agility, architectural leadership and governance, making it impossible to get a single view of the customer. An over-reliance on a tightly coupled platform made any type of transformation difficult.
Skipton’s leadership recognised things needed to change. They wanted to enhance their savings offerings and fundamentally transform member and colleague experiences across the organisation. And they set themselves an ambitious goal to give their members digitally-led, seamless journeys across mobile, web and branch channels.
Ultimately, Skipton Building Society wanted to drive a cultural shift that would put their people in a position to provide members with proactive and personalised services in the moments that matter most.
MAKE EXPERIENCES COUNT
Creating a vision for a new and intuitive customer engagement platform
Right from the start, KPMG came to the table with frameworks and tools to help accelerate Skipton’s transformation journey. Leveraging our Connected Enterprise framework and customer experience design methodologies, we helped Skipton assess their capabilities, define their vision and build the case for change. We drilled their vision down into clear technology, strategy, customer experiences and a roadmap for action.
Our experienced professionals worked side-by-side with Skipton’s people to deliver their new Microsoft Dynamics Customer Engagement Platform, including Copilot AI, Power Automate and DevOps tooling. Collaborating closely with Microsoft’s Fastrack, we helped Skipton implement and integrate:
- AI-enabled Knowledge Management for 1,000+ colleagues
- End-to-end Sales and Lead Management journeys for 800 colleagues
- Servicing journeys integrated with existing systems
- AI-powered mailroom reengineering for paperless operations
- Azure-based event streaming platform and API strategy
- Enterprise architecture function and observability tooling
- DevSecOps strategy and testing leadership
At the same time, Skipton Building Society recognised that updated technology was only part of the transformation journey. They also knew they needed to inspire a cultural shift within the organisation to make the changes stick. So we worked with them to put their members and colleagues at the heart of the transformation.
MAKE MOMENTS THAT MATTER
Creating a better Building Society for its members
With unified customer profiles and integrated and improved servicing capabilities, Skipton Building Society has transformed the savings journey for members with a seamless, digitally-led experience.
Skipton’s transformed sales and lead management journey is helping their colleagues get ahead of the moments that matter for their members, supported by:
- 20% efficiency gains and 87% colleague satisfaction scores (CSAT) through AI-enabled knowledge augmentation
- 15–20% improvement in lead conversions with transformed sales journeys
- Unified customer profiles enabling personalised experiences and improved retention
- Connected data platform with next-best-action capabilities across marketing, sales and service
- Reduced failure demand and improved servicing across channels
- Scalable, API-driven architecture that supports rapid innovation and product launches
- Accelerated DevOps adoption and reduced reliance on legacy systems
Working together with KPMG and Microsoft, Skipton Building Society has transformed their relationship with members with digitally-led, seamless journeys and enhanced member and colleague experiences across the organisation – once again helping Skipton deliver on its promise of creating a better Building Society for its members.
How we're making the difference
At Skipton Building Society, this transformation was about much more than implementing new technology. It was an opportunity to rethink how colleagues engage with members, simplify complex processes and create experiences that reflect the expectations of today's digital-first world.
By combining Skipton's ambition with Microsoft's technology and KPMG's customer transformation expertise, we helped create a connected customer engagement platform powered by data, automation and AI. Together, we replaced fragmented systems with a more integrated approach, giving colleagues a single view of the customer and the tools they need to deliver faster, more personalised and more proactive support.
The transformation has improved experiences for both members and colleagues. With connected journeys across mobile, web and branch channels, members can access more seamless and consistent interactions, while colleagues can spend less time navigating systems and more time focusing on meaningful conversations and outcomes. The result is a more agile, data-driven organisation that is better equipped to anticipate member needs, respond to changing expectations and continue delivering value long into the future.
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