How Leeds Building Society built an IT foundation for transformation
A planned IT overhaul was blocked by a tangle of outdated systems and manual processes. Freshservice helped get it back on track.
When Leeds Building Society embarked on a complete overhaul of their mortgages and savings platform, they hit a wall. Their IT infrastructure was riddled with manual workflows, scattered asset management tools, and outdated systems that couldn't support the scale of change they needed.
By replacing manual IT processes with Freshservice, Leeds transformed how IT operated and put its transformation back on track. They built more than 70 automated workflows, created clean service catalogs that colleagues could easily navigate, and gave their teams visibility into their asset infrastructure. The impact showed up in how people worked—colleagues described the new experience as intuitive and easy, with issues resolved the same day.
"Freshservice has been a game changer in streamlining our operations and providing valuable insights into how we are performing," says Lee Young, IT service introduction lead. For Leeds Building Society, it wasn't just about uncomplicated IT, but finally having the infrastructure to support their transformation without friction.
