Since its formation in 1975, Addison Lee Group has grown to become one of the world’s largest managed premium car services. The group now operates across some 350 cities worldwide, expanded recently with the acquisitions of Tristar and Flyte Tyme, and now completes over 10 million customer journeys a year.
Addison Lee Group needed a way to formalise its customer feedback activities, and wanted a more responsive approach that would allow it to capture its Voice of the Customer efficiently.
Addison Lee engaged with Sabio to deploy its Bright Navigator post-call survey tool and to benefit from real-time customer satisfaction surveying as part of its Voice of the Customer programme.
Addison Lee Group was able to deploy Bright Navigator and accelerate its Voice of the Customer programme. Results include:
- Consistently delivering an NPS score that’s above the UK average
- Gaining immediate insight into key issues impacting customers
- Being able to identify the company’s real NPS and CSAT drivers
Case Study: Sabio helps manage holiday industry customer demands when ‘call volumes went vertical’ during pandemic
How Sabio transformed a company’s call handling, using Gamma, to transition their customer queues into the cloud.
Blog: I want to book my holiday with a robot: how automation can help the travel industry
As the travel sector faces a huge volume of calls, it’s worth remembering that bots have their benefits. Find out how automation can support holiday contact centre agents and improve your customer experience.
Case Study: Moneybarn Customer Experience feedback scores eclipse industry average
How Moneybarn used the Sabio Navigator Voice of the Customer feedback tool to help sustain industry-leading CX performance levels despite the pandemic
Blog: Okay, you’re in the Cloud. Now what?
Using the cloud to power your CX is just the beginning of the story. The rest is written by you and your team.
Blog: Three ways the travel industry can benefit from the 2021 holiday booking buzz
As holidaymakers look forward to sand between their toes, there are exciting opportunities for travel agents and holiday providers.
Blog: Willis Towers Watson chooses Sabio to deliver major Genesys CX cloud project
Sabio to deploy Genesys Cloud Customer Experience platform
Blog: Don’t just replicate with the cloud. Take these steps to truly transform your CX
Any kind of meaningful transformation takes effort and focus. Transforming your customer experience through a cloud migration is no different.
Blog: Cloud Contact Centre – a powerful platform for change
Unless you know what problems you’re trying to solve with the cloud, you may not see the contact centre transformation you had hoped for. But once you have a plan, the sky’s the limit.
eBook: The Ultimate Guide to Customer Experience
Our latest CX eBook explores what customer experience means and why now it’s more important than ever.
White Paper: Speech Analytics 3D Model – Data Drives Decisions
This methodology by Sabio analyses and extracts actionable information from all customer interactions to facilitate decision making and transformation of customer-centric results through Speech Analytics
Speak to an expert
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.