BGL Group selects Sabio to support business-critical, virtualised contact centre operations
BGL Group signs £1 million, three-year Managed Service support contract for its core Avaya contact centre infrastructure
LONDON –29 March 2010 – BGL Group – one of the UK’s largest personal lines insurance intermediaries and the company behind the award winning comparethemeerkat marketing campaign – has awarded a three-year managed service support contract to Sabio, the specialist contact centre systems integrator. Under the contract Sabio will support BGL Group’s business-critical voice and data networks, and will ensure the company’s virtualised Avaya contact centre infrastructure operates optimally across five major UK sites as well as BGL’s customer service centre in South Africa.
With over two million customers, and with a workforce of more than 2,000 people, the BGL Group is one of the largest personal lines insurance brokers in the UK. In addition to its own brands, including Budget, ibuyeco, Bennetts and comparethemarket.com, the BGL Group’s affinity arm, Junction, enables established brands such as the Post Office, Marks and Spencer, RAC and HSBC to offer insurance products to their customers.
“We’re committed to providing a high quality, streamlined service to the 2.2 million customers BGL Group looks after, so it’s imperative that our customer service infrastructure is always available to support Internet and contact centre activities,” commented Dean Freed, Senior Manager, IT, BGL Group. “Having worked with a range of different support providers, we wanted to implement a more consolidated approach with a single best practice service partner taking responsibility for our broader data networks and contact centre infrastructure. After conducting a detailed market assessment, it was clear that Sabio offered the best combination of proven Avaya support capabilities as well as an in-depth awareness of the evolving challenges faced by our customer contact team.
“Sabio’s status as an Avaya Platinum Partner clearly shows that they have the technical expertise and capabilities to meet our support requirements,” continued Dean Freed. “However, we were most impressed by their awareness of the business critical nature of our customer contact infrastructure, and the need for us to provide a guaranteed service both for our BGL businesses as well as our affinity partners. We’re confident that Sabio will also provide us with a comprehensive yet cost-effective managed support service going forward.”
“BGL Group is a key player in the UK insurance sector, and we’re delighted that they have chosen Sabio to support its expanding customer contact operations,” added Sabio Director, Adam Faulkner. “With our combination of a dedicated UK support centre, our advanced remote monitoring capabilities, and our in-depth knowledge of supporting virtualised Avaya contact centre infrastructures, we’re an ideal fit for BGL Group, and we’re looking forward to helping them optimise the support of their 1,300-seat virtual contact centre operation over the next three years.”
About BGL Group
The BGL Group was founded in 1992 and has grown to become one of the UK’s largest personal lines insurance intermediaries.
Brands within the BGL Group include comparethemarket.com, BUDGET car, van and home insurance, Bennetts bike insurance and eco motor insurance, ibuyeco. Junction, BGL Group’s affinity business, works with brands like Post Office®, HSBC, M&S Money, RAC and Auto Trader to offer insurance products to their customers. The Group also offers a wide range of supplementary products including breakdown cover and legal protection.