Sabio Ignites Customer Service Transformation

Overview

Churches Fire & Security, established in 1992, is dedicated to providing customers with top-tier fire safety
and security solutions.

As the only fully integrated fire safety company in the UK, Churches Fire & Security offers comprehensive fire protection services, including in-house sprinkler service, maintenance, and installation, without relying on third parties. The company also designs, supplies, installs, and commissions various security services such as CCTV, intruder alarms, and access control.

The Challenge

As Churches Fire & Security grew, increasing customer service demand posed challenges in delivering exceptional customer experience. Sabio’s guidance ushered them into a cost-effective, data-driven route, prompting a comprehensive analysis of customer interactions via Intent Capture & Analysis (IC&A)

The Solution

Sabio implemented a three-phase solution for Churches Fire & Security, focusing on Intent Capture & Analysis, call deflection, and automation. Leveraging AI and a consultative approach, Sabio provided valuable insights into customer behaviour, enabling Churches to make informed decisions, optimise customer service operations, and enhance customer experience.

The Results

Sabio’s IC&A project revealed that 17% of Churches Fire & Security’s calls were for fire alarm testing, and 33% involved various ‘long tail’ call types. The data highlighted poor First Call Resolution, with 60% of customers calling more than once. These insights enabled data-driven decisions and automation efforts.