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Are you finding customer experience a critical differentiator? – with price comparison engines and switching services making it ever easier for utility customers to quickly get the best tariffs.

There is also significant pressure from industry regulators to perform against their customer service objectives – ranking providers and issuing fines for those that don’t meet expectations. As a result of all these factors, the highest performing utilities recognise the need to optimise the end-to-end customer journey.

Sabio can help you face the challenges ahead…

  • Addressing industry regulatory monitoring of customer service activities – such as Ofwat’s SIM Service Incentive Mechanism and Ofgem’s customer satisfaction rankings
  • Ensure compliance with key FCA financial selling and GDPR data protection regulations
  • Optimise customer engagement activity costs – striking the right balance between excellent customer experience and its cost-effectiveness
  • Leveraging CX as a differentiator to compete with low-cost market entrants
  • Addressing customer frustration by creating frictionless from cross-channel journeys
  • Successfully introducing and integrating automation to encourage self-service, while streamlining processes that disrupt customer journeys

 

Sabio gets results

Accelerating speech analytics for HomeServe

HomeServe’s vision is to provide effortless customer experience. The deployment of Speech Analytics helped them to achieve that.

Download the HomeServe case study.

Utilities company Thames Water's company logo

Telephony data insight for the UK’s water companies

Sabio provides detailed insight into potential customer service barriers and hotspots for four of the UK’s leading water companies – Thames Water, Southern Water, South West Water and Northumbrian Water.

Utilities company British Gas's company logo

Identifying cost-free marketing savings for British Gas

Working with the British Gas customer acquisitions team, Sabio’s Rapport out-of-hours analysis service helped identify abandoned calls at an outsourcer, leading directly to six-figure savings.

What Sabio can offer you

  • Proven expertise in delivering award-winning contact centre systems
  • Digital and Contact Centre Customer Journey Mapping
  • Continuous customer feedback processes to help utilities stay ahead of regulatory regimes such as SIM
  • Full Voice of the Customer support, with benchmarking against sector best practice, CX feedback and employee engagement feedback
  • Rapport Insights Service targeting the most problematic 20% of customer experiences that typically don’t reach the contact centre
  • Secure conversational front-end solutions for digital engagement, with embedded account authentication and contact centre integration
  • Comprehensive hosted omnichannel contact centre infrastructure solutions available via Sabio’s proven assured performance model
  • Full suite of Workforce Optimisation capabilities to improve contact centre operational efficiency

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Start your journey with Sabio

Start your journey with Sabio

If you’re interested in developing more efficient and effective customer experience for your business, our team of experts is always on hand to help.

Call us: +44(0)344 412 3000 Email: [email protected]
Get in touch using our form

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If you have any questions about what Sabio can do for your business, just leave us a quick message. One of our experts will get right back to you.

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