Behind some of the biggest names in insurance sits Slater Gordon Solutions Motor (SGSM). SGSM provides full claims management solutions to insurance brokers, motor insurers, motor dealerships and bodyshops.
Advisors were unaware of the impact they had on the customer experience and the business didn’t know how customers were really feeling.
SGSM implemented Bright initially to do a baseline survey over two weeks before rolling it out across the business. Advisors have access to their individual scores and team leaders can build relevant coaching sessions quickly based on individual performance.
- Within one-month CSAT improved by 9% and customer effort rose by 6%.
- After six months NPS had increased by 15.5 points.
- Evidence shared with a car hire partner was used to increase NPS for that partner from 55.3 to 71.1 within one month.
Case study: Co-op turn conversations into insights
The Co-op was on a journey to build on valued relationships with customers and members and turn their one million plus customer conversations into insights.
Case study: The White Company – Fully Automated CSAT Delivers 20% Increase in Response Rate
The White Company was looking to understand what customers really thought about their experience in the contact centre, and to know exactly where to focus on improving the service delivered
Case study: Network Homes – Exceed CSAT targets, Improve Agent Utilisation & Increase Employee Engagement
Since 1974, Network Homes has been acquiring and building homes for affordable rent across London helping individuals and families from all walks of life.
Case study: TUI – Improving customer experience during a major business transition
TUI Group is a multinational travel and tourism company, encompassing well-known brands such as Thomson and First Choice.
Video: Highlights: Bright’s House Warming Party
Bright, a Sabio company welcomes their clients and close contacts to the Blue Fin Building in Southwark on Monday 9th July 2018.
Video: Highlights: Sabio’s The Art of CX
Sabio's Art of CX conference enabled guests to learn more about the critical User Experience and design aspects of customer engagement
Video: Highlights: Sabio’s Transforming Customer Contact Conference
With a fantastic range of industry speakers and demonstrations, Sabio's Transforming Customer Contact Conference enabled guests to learn about new and innovative best in class technologies
Video: Presentations: The Art of CX
Sabio's Art of CX conference enabled guests to learn more about the critical User Experience and design aspects of customer engagement.
Video: Nuance Biometrics SpeechSecure
Nuance Biometrics SpeechSecure ™ uses patented biometric technology on their ‘text to speech’ in order to verify callers' identities based on characteristics of their specific vocal patterns.
Video: Highlights: Sabio’s Disrupted Customer Contact Conference 2017
Video highlights from Sabio's Disrupted Customer Contact Conference, February 2017.
Brochure: Rapport – Audit the Outsourcers
Rapport provides greater control over your outsourced call centre contracts, thanks to its independent analysis and accurate insights into how well all of your customers are being handled.