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Call Back Solution for Sage

Sabio SolutionsInsurance
Call Back Solution for Sage

Sage is one of the world’s leading suppliers of business software, with solutions that range from accounts and payroll through to CRM and e-business applications.

The company prides itself on differentiating around service. Over 200,000 UK businesses are subscribed to its SageCover services, providing complete support and advice for customers.

Operational Challenge

Sage wanted to investigate ways of providing its customers with more choice and identify new ways to manage the inevitable queues that were building up during extremely busy periods.

Sabio Solution

Sage selected a web-based call back solution from Sabio, to provide customers with the choice of a call back when contact centre staff were unavailable.

Results Delivered

Sage has achieved impressive results, including:

  • Successfully delivering call backs to around 15 percent of customers offered the option
  • Supporting 5x the volume of call backs anticipated during pilots
  • Providing Sage customers with a strong incentive to upgrade their SageCover service
  • Helping address Sage’s requirement to deliver real service innovation and contributing to the company’s world class Net Promoter Score1
  • Workforce management capacity planning integration

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