The partnership with Sabio, the digital customer experience (CX) transformation specialist, marks a significant milestone for Marsh Finance, which this year celebrates its 50th anniversary.
The multi-year agreement sees Sabio taking over the maintenance and support of Marsh’s Genesys Cloud customer service infrastructure.
The new partnership also includes the provision of consultation services and technological innovation, bolstering Marsh’s ongoing commitment to modernising and optimising its business operations.
“We’re excited to be partnering with Sabio,” said Andrew Marsh, Managing Director at Marsh Finance. “This project underlines our steadfast commitment to delivering the highest quality customer service experiences. With Sabio’s expertise, we’re enhancing and modernising our customer service infrastructure, reaffirming our position at the forefront of the UK’s car finance sector, and enhancing the experience our customers and brokers have with us on a day-to-day basis.”
An integral part of this project is the introduction of live chat capability, with Sabio integrating the technology to add to Marsh’s existing channels, which will enable true omnichannel customer service. This addition will provide customers and brokers with instant, seamless, and efficient communication.
Further enhancing its digital service offering, Marsh is also introducing PCI-compliant digital payment capability through Sabio’s close partnership with Sycurio. This move underscores Marsh’s dedication to customer security and privacy in the management of digital payments, aligning with industry best practice.
“This collaboration showcases Sabio’s knowledge and commitment to transforming customer experiences, and we are delighted to be working with Marsh as it celebrates its 50th year,” said Daniel Seaborne, Sabio Group’s Managing Director for UK, Nordics and Africa.
“By implementing additional CX technology into its Genesys customer service infrastructure, including live chat and secure payment capabilities, we’re driving forward a digital transformation that not only meets but exceeds customer expectations. We hope this is a new beginning for Marsh Finance and the foundations for a further 50 years of success.”
Sabio’s project with Marsh comes at a critical time, with the Financial Conduct Authority (FCA) introducing new Consumer Duty rules. These will set higher and clearer standards of consumer protection across financial services and require firms to take decisive actions to deliver excellent outcomes for customers. Marsh Finance’s initiative with Sabio demonstrates its readiness to meet these new standards head-on.
Andrew added: “This project is of great importance as it aligns with the FCA’s Consumer Duty rules. Our partnership with Sabio ensures that we not only meet compliance requirements but also establish a new standard for customer service in the financial industry.”
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.