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.
Our response: 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 CX 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:
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.
We sat down with their people to understand their experiences, their role in the customer journey and their needs and expectations for the future. We focused on making the tools user-friendly and seamless. We conducted extensive training and upskilling to ensure the new processes delivered value to their day-to-day activities.
The outcome: Better member and colleague experiences
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:
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.
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