Clydesdale and Yorkshire Bank Group (CYBG) has embarked on a major digital transformation initiative which will see a new platform roll out in 2018.
Working with technology from ServiceNow and its implementation partner TeamUltra, CYBG expects to improve its customer-centricity, with improved abilities to track and manage service level agreements and ensure the customer experience is prioritised. The new technology will also give the banking group access to richer reporting and analytics, meaning it can pre-empt problems and develop new services to further improve customer experience.
“ServiceNow’s focus on supporting customer success as a key metric was a major differentiator. We see ServiceNow and TeamUltra as strategic partners within our digital transformation strategy to enable the bank to raise productivity levels and enhance service delivery capabilities,” says Scott McGarvey, head of ITSM at CYBG.