With over 5.5 million customers, LV=General Insurance (LV= GI) is a leading general insurance provider in the UK – well known for its car insurance but also offering a range of other insurance products including home, pet, travel and landlord.
The LV= GI Operational Planning team was keen to take its deployment to the next level. They knew that effective WFM would be a key enabler in continuing to provide award winning service to its 5 million plus customers and was determined to leverage the latest best practice WFM thinking from its solution.
LV= GI worked Sabio to enable its WFM software to underpin its operations strategy. In addition, the company also ensured the necessary flexibility to support its agents’ lifestyle demands while also supporting more strategic planning.
Placing WFM at the heart of its planning strategy has helped LV= GI to:
- Supported an NPS score increase of 5% to 69 points
- Supported delivery of 82% engage scores – with Planning scores of 88%
- Reduce contacts into the planning team by 50%
Case Study: How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS
Competing in a market transformed by the order-by-app revolution, Addison Lee Group has invested significantly in modernising and digitising its customer engagement model.
Case Study: How Sabio Helped HomeServe to take Speech Analytics to the Next Level
Combining Speech Analytics with effective stakeholder engagement and business improvement has unlocked significant benefits for HomeServe.
Case Study: Supporting the Singapore Government’s Smart Nation initiative, Sabio enables digital Ask Jamie
GovTech had been exploring the use of Virtual Assistants and Artificial Intelligence technology to help Singapore’s citizens and businesses navigate online government services and improve service delivery.
Video: Addison Lee – The Heart of Customer Feedback
Addison Lee has transformed from a London private hire to a global business. Providing service around the world is at the heart of their business objectives.
Video: LV= Workforce Management Strategic Planning Story
LV= has been on a journey to evolve their Workforce Management activities by creating a better experience for their customers and employees.
Video: HomeServe – Speech Analytics Business Improvements Story
In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.
White Paper: The guide to improving your contact centre Net Promoter Score
Research showed us that top performing companies with the highest NPS scores all understand the links between Operational, employee and customer insight.
Video: Highlights – Sabio’s Disrupt CX 2019
Sabio's Disrupt CX 2019 in April addressed the challenges organisations face in responding to customer experience requirements.
Case Study: Lifeplus uses customer satisfaction insights to maintain Bright Index top 25% position
Lifeplus wanted to invest in its people and infrastructure, demonstrating its commitment to their values and principles to keep people at the heart of everything they do.
Brochure: SuperChannel – Digital Content Sharing
Often a customer process cannot be resolved during the first call. Subsequent interactions are usually required, whether by phone, email, or through other channels
Video: Hello, we’re Sabio
At Sabio we make sure your customer experience is brilliant, then stays brilliant.