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CYBG banks on digital transformation


Brand Developer Selects in San Francisco

Scott McGarvey, Head of IT Service Management, CYBG

I recently came across an amusing cartoon by Marketoonist where a digital transformation expert is aiming to present via a conference call. Because the other party on the call is unable to view his slides (on digital transformation), they ask him to fax the presentation across. While exaggerated and comical, the cartoon stems from a nugget of truth.

Digital transformation is often still a buzzword that people struggle to implement in reality. Why? Because challenging the status quo, changing people’s mindsets and kick-starting organisational change is difficult.

It’s even more so the case in the financial services industry and in legacy banks, and that includes CYBG plc, owner of Clydesdale Bank, Yorkshire Bank, Virgin Money UK and digital banking service, B.

Becoming a challenger bank

At CYBG, we are on a journey to becoming a digitally-savvy banking group. Both Clydesdale and Yorkshire Banks improved the mobile banking experience last year and the group has implemented a more agile development cycle throughout the organisation. At the heart of our quest to become a true national competitor to the status quo is a major Service Transformation programme, focused on improving the customer experience and driving a Digital Workplace initiative.

To date, we have learned that implementing digital workflows and processes, running on an intuitive platform that is designed to handle high volumes of change, is absolutely essential on this journey.

One platform to ‘get things done’

The ServiceNow platform underpins our Service Transformation programme. In just six months, we’ve transformed our IT service delivery approach to generate almost immediate operational efficiencies, which gave us confidence in the continued enterprise roll out.

We’ve created a powerful self-service portal that allows 6,000+ users to do much more than simply log incidents. They can reset passwords, track requests, see updates on service status and queries, and choose applications from a service catalogue.

Digital workflows streamline the processing and management of requests and incidents and accelerate approvals, which saves time for our team and enhances the user experience.

We have also been able to completely change the way people work with IT, reducing the number of interactions with the service desk. It’s empowering our staff with more time to perform daily service reviews and put a greater focus on SLA-driven processes.

Most importantly, we can now focus on continual service improvement activity, value creation and delivery. Greater staff efficiency also means we can support CYBG’s growth and tap into the talent within our team, without hiring extra people.

An exciting journey of transformation

It became clear very quickly that the Now Platform is so much more than a service desk enabler.

We are only half-way through our complex and exciting journey and we are looking beyond IT service management to incorporate ServiceNow into all our services and applications. The platform’s support for technologies, such as virtual agents , machine learning and mobile clients to support a BYOD/ virtual working policy, will only serve to accelerate our plans.

In ServiceNow, we’ve created a strategic platform to enable and support our digital transformation . Change does not have to be as difficult as many people think it is.

You can read more about the CYBG journey with ServiceNow here . For other customer stories please view our customer page , and to view our online publication Workflow, where you can find all the latest and greatest stories about people and technology at work please use this link.

Topics

Featured

  • Implementing agile IT service management on a cutting-edge platform
    10-16-2019 ServiceNow customer, Danske Bank, adopted a strategic approach in their service management team. As the largest bank in Denmark and a major retail bank in the Nordics region, they serve 3.5 million retail customers. They have seen tangible evidence of the positive impact of digital workflows and the seamless experiences.
  • Always Be Closing finance
    Service Delivery and Management
    Delivering great service to employees is the first step to improving employee experience
    10-14-2019 The primary audience for HR technology has shifted. It’s no longer HR. They are secondary. Employees are now the primary audience. And while the latest cloud HCM systems can help transform an organization’s HR operations, if you want to improve the employee experience, taking an employee-focused approach to service delivery is the best place to start.
  • At the Tech Lounge, the human touch makes all the difference
    10-11-2019 Director of IT Service Management Mirza Baig and his IT team created the walkup Tech Lounge- a space where employees get personalized attention on complex tech issues. As ServiceNow works on automating many common requests and providing easy to find, self-service options, the IT Support technicians have more time to focus on the tough cases.
  • Strategy
    Lessons from a Top CIO
    10-11-2019 How does a seasoned CIO lead a digital transformation? She makes friends. Great ideas aren’t enough for a CIO to succeed in leading a digital transformation, says Teri Takai, the former CIO of the U.S. Department of Defense, the states of California and Michigan, as well as Meridian Health Plan. In her 40+ year career, she has had to build consensus, prioritize projects that would advance the organization’s overall goals, communicate often, and practice a lot of patience. Read more tips from Takai on WorkflowQuarterly.com, as well as other CIOs, or watch the embedded video.

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