Skipton Building Society Digital Transformation Case Study

This case study details the digital transformation initiative undertaken by Skipton Building Society, the UK’s fourth largest building society, which serves over 1.2 million customers. The transformation program was launched in 2023 to address declining customer effort scores, focusing on a digital-first approach, enabling human interaction when necessary, and maintaining a strong customer focus. A critical project involved migrating their on-premises telephony system to Genesys Cloud, which was selected after a thorough vendor evaluation process. The deployment included a range of Kerv-developed products to facilitate integration and accelerate the transition. The case study outlines various phases of the project, including discovery and design, configuration and integration, training and preparation, testing and quality assurance, and go-live preparation. It highlights the collaborative efforts between Skipton and Kerv to ensure a successful implementation while minimizing risks associated with technology failure. The results indicate improvements in customer experience metrics and operational efficiency.