Davies partnering with Sabio Group to transform its contact centre technology and infrastructure.
Sabio Group, the digital customer experience (CX) transformation specialist, has been selected by Davies, the leading specialist professional services and technology business, serving insurance and highly regulated markets, to support the transformation of its contact centre and CX technology infrastructure in a multi-year agreement.
Sabio will guide the firm’s transformation to a new cloud-based customer service platform on Genesys Cloud CX, providing a flexible, scalable, unified CX platform. This platform has been specially developed and selected by Davies, with the customer at the forefront of the solution.
The new platform will enable Davies to strengthen telephony operations as well as open up new communication touchpoints, offering customers greater freedom to choose how and when they communicate through a seamless multi-channel platform.
The wider digital transformation project will also see Davies unify its digital communication capability as the firm embarks on the next stage of its growth trajectory across the U.S. and Europe. This will allow greater flexibility to react immediately to changes in customer demand including enabling fast response to claim surges.
So far, Davies has been able to save clients £5.8 million in weather related claims spend by being able to adapt quickly to events as they happen.
Darren Martin, Group Chief Information Officer, Davies, said: “Partnering with Sabio represents a major milestone as we continue to invest heavily in advanced digital solutions in order to deliver best-in-class services to customers.
“Beyond the consolidation activity, we will also be introducing high levels of integration with underlying systems, enabling us to provide further benefits to customers, such as self-service and ultimately choice; allowing customers to decide when and how they want to communicate with us. It’s going to be an exciting partnership and I am looking forward to seeing the positive impact this will have.”
The project will involve the cloud migration of 1500 contact centre advisors managing customer interactions across 13 business units serving UK and US clients. The agreement also includes Workforce Engagement Management (WEM) capability in addition to Sabio’s support and delivery services.
Mark Betts, Chief Experience Officer at Sabio Group, said: “We are hugely excited by this project with Davies; an organisation that is not only ambitious in what they want to achieve and where they want to go but one that is also receptive to new ideas and agile, collaborative ways of working to achieve those goals.
“This multi-year agreement enables us to standardise their contact centre technology infrastructure, building a solid foundation for their contact centre operations before expanding their transformation through exciting automation projects utilising our vast internal expertise.
“We are extremely looking forward to working closely with them over the next few years and successfully supporting their growth ambitions.”
Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India.
The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.
Through its own technology, and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio, Google, Amazon and Salesforce, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica, Think Money and Transcom Worldwide.