Case Studies: Demonstrating value
When you’re looking to improve the performance of your contact centre, a good place to start is to see what others have done. Below are just some examples of how Sabio has helped companies improve their customer experience, reduce their costs or improve their agent satisfaction.
To read more, simply click on each logo.
 | Sabio delivered an innovative Voice Self-service solution for Egg that provides callers to its contact centre with exactly the same excellent service experience as the company’s highly regarded online proposition. Sabio’s integrated speech-enabled solution has reduced average call times for Egg customers by almost 50 seconds per interaction, helping to improve customer satisfaction, enhance security, and improve first contact resolution by achieving a 35% reduction in internal call transfers. |
| HomeServe selected Sabio as a strategic contact centre technology partner supporting the development of its UK customer service operations. Over five years, Sabio helped HomeServe achieve savings of over £3.5 million per year through the deployment of effective call routing, a Workforce Optimisation programme, speech-enabled solutions and an advanced unified desktop solution that together combine to create a cost-effective contact centre infrastructure that will continue to release annual operational cost savings of over £1 million a year. |
| The Student Loans Company (SLC) is working with Sabio to build one of the world’s most advanced multi-channel customer contact solutions, effectively transforming the way the company engages with its distinctive student customer base, and releasing significant efficiency savings through improved First Contact Resolution, increased automation, the deployment of a streamlined Agent Desktop, and truly integrated multi-channel support. |
| How Addison Lee unlocked savings of almost £1 million by working with Sabio to implement a specialist contact centre WFM solution and optimise the performance of its expanding private hire reservations operation. The solution, based on Verint’s Impact 360 Workforce Management software, has also helped Addison Lee to increase agent occupancy from 40% to 70%. |
| How Sabio worked with BCW Group plc, the leading European credit management company, to implement the industry’s first successful deployment of a speech-based self-service payment solution. |
| How Sabio helped Leeds City Council to achieve real-time customer feedback at a fraction of the cost of previous postal survey campaigns. |
| HomeServe Claims Management selected Sabio to develop a speech-based solution for its Contractor Job Update Line. The solution has significantly reduced the time that HomeServe co-ordinators spend liaising with contractors, enabling them to improve service levels by giving customers immediate answers to their questions. |
| The Student Loans Company selected Sabio’s consultancy-led approach to achieve a seamless transition from a two site contact centre model to a four-site IP-enabled virtual contact centre. |
| How Sabio worked with Newport City Council to successfully design, implement and support its award-winning citizen contact centre, based on Avaya systems and applications. |
| How Vale of Glamorgan Council hit its First Contact Resolution (FCR) target of 80% by working with Sabio to implement an IP-based contact centre infrastructure based on Avaya Communication Manager integrated with comprehensive Workforce Optimisation capabilities from Verint as part of the Council’s innovative OneVale transformation initiative. |
| How Thames Water’s customer services operation improved customer contact planning and forecasting efficiency by over 100% by working with Sabio to implement a Workforce Management solution across its front and back-office operations. |
| Working closely with Sabio, Newport City Councils’ award winning contact centre is one of the most successful access centre projects in the UK’s local authority sector following the implementation of a workforce optimisation strategy. |
| Through proactive support and innovative solution design, Sabio is optimising contact centre technology performance for Response’s expanding multi-site contact centre network. |
| Sabio provides long term strategic partnership for roll out of IP telephony for Supplies Team’s six sites, ensuring continuous communication uptime. |
| How Scottish & Southern Energy improved the customer experience with a speech-enabled application based on Sabio’s user-centred design approach. |
