Sabio helps HomeServe secure over £3.5 million per year through deployment of best practice contact centre infrastructure
Operational savings from major workforce optimisation, speech, call routing and unified desktop projects will continue to release over £1 million a year for HomeServe going forward
LONDON – 29 October 2009 – HomeServe, the national home emergency repair service, has achieved £3.5 million savings per year following the successful deployment by Sabio of a best practice contact centre technology infrastructure. Over the last five years Sabio has worked closely with HomeServe to design, build and implement one of the UK’s most advanced contact centre solutions that supports over 3 million customers in the UK, and has been instrumental in supporting HomeServe through a major period of growth.
In its role as HomeServe’s strategic contact centre technology partner , Sabio has deployed a range of key technologies including workforce optimisation, intelligent call routing, speech-enabled solutions and an advanced unified desktop environment. The combined ongoing benefit of these projects will ensure that HomeServe continues to release annual operational cost savings of over £1 million a year going forward.
“Five years ago we knew that investing in the latest contact centre systems and applications was essential if HomeServe was to drive change and improvement in how we served our customers. That’s why we felt it was so important to work with a strategic contact centre technology partner that could help us optimise the performance of our expanding contact centre and customer service operations,” commented HomeServe’s Sales and Operations Director, Jo Simkins. “Sabio stood out as the only organisation that could look beyond the separate contact centre technology components and help us build a customer service infrastructure that would serve as a real platform for HomeServe’s expansion.”
“Unlike many systems providers who get lost in the technology, Sabio has always had a clear focus on implementing and optimising business solutions that really work for HomeServe,” Jo added. “Whether it’s workforce optimisation, complex speech projects or real innovation such as our major unified agent desktop initiative, Sabio has always made sure that our multiple contact centre technologies operate at optimum performance. That’s one of the reasons why we’ve achieved – and will continue to achieve – such impressive bottom line savings for the business.”
“HomeServe always understood the essential role that contact centre technology would play in supporting its customers as the business underwent a sustained period of dramatic growth,” added Sabio’s Consulting Director, Kenneth Hitchen. “HomeServe’s membership business is dependent on being able to offer the highest standards of customer care, with efficient service delivery across the entire customer journey. Sabio’s solutions have always focused on these key targets, and we’re delighted that our technology and project skills have been able to support HomeServe in achieving its customer service goals.”
Sabio’s solutions have secured a number of major benefits for HomeServe, including:
- Implementing a comprehensive WFM, quality monitoring and recording programme that has unlocked cumulative savings of up to £2 million
- Releasing benefits of £2.4 million per year with a unified agent desktop project that has secured a 48 percent improvement in agent sales conversion rates
- Achieving an annualised saving of almost £200,000 with the automation of some scripted parts of the call, that has delivered a 45 second reduction on every sales call
- Securing a £500,000 saving and improved first contact resolution with the deployment of a speech solution that ensures the correct routing of sales calls
- Improving customer service by shortening the customer ID and verification process and cutting the time taken to connect callers to the right agent
The solution Sabio developed for HomeServe has integrated a range of best-of-breed contact centre technologies, including a core Avaya IP virtualised infrastructure based on Communication Manager, a sophisticated IVR solution using Avaya Interactive Response and Nuance speech recognition, an effective Workforce Optimisation strategy built around Verint’s Impact 360 suite, and a streamlined agent desktop solution designed using Corizon’s innovative user interface technology. Sabio also provides HomeServe with one-stop support service to help the company control its support costs and make sure its customer service infrastructure keeps on running well.
About HomeServe
HomeServe – www.homeserve.co.uk or 0800 29 30 31 - is available 24 hours a day, 365 days a year. Every minute a HomeServe engineer comes to the rescue of a British household. With over 2,700 directly employed and sub-contracted engineers, HomeServe is a national emergency home repair service backed by a 24 hour claims handling and repair network
HomeServe's new tradesmen service provides households with access to more than nine trades who are qualified to carry out hundreds of different jobs around the home. HomeServe tradesmen hold the necessary qualifications to do the job at hand, to provide a price before they start the job and will even guarantee their work for a 12 month period afterwards. HomeServe also offers insurance cover for plumbing, drains, electrical wiring and gas central heating. It has over 7.1 million policy members in the UK and a further 2.2 million in the USA, France and Spain. For more information, please visit www.homeserve.co.uk.
