Implementation support is provided by ServiceNow Gold Services partner TeamUltra. CYBG, ServiceNow and TeamUltra have successfully completed a three month pilot program and phase one of an enterprise rollout is scheduled to go live in 2018.

CYBG, owner of Clydesdale Bank and Yorkshire Bank, is an independent UK banking group, offering a full range of financial products. CYBG chose ServiceNow for its ability to be deployed across the enterprise as Scott McGarvey, Head of ITSM at Clydesdale and Yorkshire Bank Group explains:

“ServiceNow is a best in class ITSM platform that is capable of supporting our long term vision in the enterprise space it can be integrated with a diverse mix of enterprise applications such as Office 365 and Jira for greater operational synergy. 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.”

The digital transformation project will give CYBG the ability to track Service Level Agreements to measure and manage service with a true customer centric approach. This will support CYBG’s goal of being a leading UK challenger bank. ServiceNow will also enable the bank to gather and analyse operational data to help make more informed business decisions.

Mike Beale, Managing Director of TeamUltra adds, “Financial institutions can benefit by automating routine activities such as password resets and encouraging greater self-service. The removal of manual processes both increases efficiency and eliminates a potential source of operational risk. ServiceNow offers a strong proposition for institutions looking to drive continual service improvement and centralising business functions onto a single platform can lead to significant cost savings.”

Scott concludes, “TeamUltra took the time to understand our organisation and vision for a Digital Workplace. The consultants were able to demonstrate how best to utilise ServiceNow to achieve our goals. They listened and shared best practice on which features and applications to prioritise to help us on our digital transformation journey.”