Equifax
Last reviewed: 11 July 2026
This case study describes a historical Triaster implementation. Product names, screenshots and customer circumstances reflect the period of the original project.
Quality driving improvement at the HUB of their business
Equifax Inc is a global provider of insights and knowledge that helps its customers make informed decisions. The company organises, assimilates and analyses data on more than 800 million consumers and more than 88 million businesses worldwide, and its database includes employee data contributed from more than 5,000 employers. With headquarters in Atlanta, Georgia, the company operates across 21 countries.
Equifax in the UK
Equifax Limited is one of the Equifax group companies based in the UK. They help organisations to protect against fraud and comply with regulations, and help consumers protect their identity and access their credit information.
Equifax Ltd works across a diverse range of industries, delivering insightful and intelligent solutions to businesses of all sizes, from SMEs to multinational corporations. Equifax Ltd works with clients in: retail, telecommunications, public sector, insurance, financial services, banking, marketing services, utilities, debt management and commercial finance.
Global Consumer Solutions (GCS) UK - Quality objectives
In early 2015, GCS UK appointed a new Senior Manager for Business Quality Assurance, Eva Newberry. Her remit was to provide a robust and scalable management system that could support and sustain their ongoing quality, improvement and regulatory requirements.
The delivery of HUB to support and sustain Equifax’s quality, compliance and improvement strategy is the realisation of a long held ideal that employees need access and control of their processes in order to manage and improve their operational capability.
Eva Newberry
Senior Manager - Business Quality Assurance
Quality Management System
In developing a Quality Management System (QMS) to support these objectives, Eva was clear that in order to maximise the benefits to Equifax, the system must sit at the centre of the business and deliver the following:
- One central source of accurate information – ‘one version of the truth’
- Online easy access to policies, processes, procedures, documents, forms and templates for all employees
- A training mechanism for new and existing staff
- A reminder of how to do less frequent tasks
- Access via mobile devices to support out-of-the office working
- Identify and report on Responsibility, Accountability and Process Ownership
- Detailed management information and reporting capabilities
Following a review of several Business Process Management systems available on the market, Triaster was recommended to the business.
Their ability to deliver real time management of processes, instant access through an online portal, consistent change management and modelling coupled with accessibility for everyone, easy mapping capability (using Visio) and extensive management information made Triaster the natural supplier of choice.
Triaster Process Library – trial
A three month trial of the Triaster system was set up which delivered a very comprehensive Process Library, with the temporary name of Process Central.
It received a very positive response from members of the Senior Leadership team and Eva obtained approval to move forward with the full Triaster implementation.
Triaster has developed an easy to use, intuitive system which puts ownership and information at the heart of the business and improvement within reach of every member of the organisation.
Visual and full of functionality, Triaster allows us to take 2D process maps and elevate them to powerful 4D representations of our business with detailed databases behind each activity.
Eva Newberry
Senior Manager - Business Quality Assurance
Triaster Process Library – full implementation
Building on the trial Process Library, the implementation was quickly kicked off, focusing on:
- Developing and training a community of process mappers
- Identifying any gaps in the end-to-end processes
- Capturing additional processes, procedures and data
- Developing a bespoke Process Library design and brand
- On-premises Process Library installation
My call to action at launch was for our teams to Change, Communicate and Collaborate which in turn will change the Culture of our organisation. Triaster and HUB will allow Equifax to put the customer and improvement at the centre of our business.
Eva Newberry
Senior Manager - Business Quality Assurance
One of the key elements of developing the Library design and brand involved revisiting the name and agreeing a strap line to make it memorable.
Eva worked with her user community on ideas for a name and logo and with guidance from the design team at Triaster, ideas quickly developed in to a strong name - HUB - and a logo which supported the name and the ethos behind the system.
The team at Triaster developed an extensive communications programme and worked with Eva on printed materials and branded give-aways which were used to support the launch of HUB to GCS UK.
The launch was supported by two key events in London and Wexford with presentations to team members and senior executives.
HUB - Improvement at the centre of Equifax
Just five months after adopting the full Triaster system HUB is delivering:
Quality at the centre of their business:
- One version of the truth
- Consistent best practice established
- Effective mechanism for capturing process and delivering training
- Ownership and RACI established
- Delivering Quality Management Principles
Governance at the centre of their business:
- Supports strategy
- Mechanism for monitoring
- Central source of accurate information
- Controlled Document Store
- Powerful Management Information and reporting capability
- Secure
Improvement at the centre of their business:
- Easily accessible – online portal and mobile
- Available to everyone
- Intuitive to use
- Structured and sustainable
- Built in Improvement Modelling