HomeServe, the national home emergency repair service, has achieved cumulative savings of over £5 million following the successful deployment by Sabio of a best practice contact centre technology infrastructure. Over the last five years Sabio has worked closely with HomeServe to design, build and implement one of the UK’s most advanced contact centre solutions that supports over 3 million customers in the UK, and has been instrumental in supporting HomeServe through a major period of growth.
In its role as HomeServe’s strategic contact centre technology partner, Sabio has deployed a range of key technologies including workforce optimisation, intelligent call routing, speech-enabled solutions and an advanced unified desktop environment. The combined ongoing benefit of these projects will ensure that HomeServe continues to release annual operational cost savings of over £1 million a year going forward.
“Five years ago we knew that investing in the latest contact centre systems and applications was essential if HomeServe was to drive change and improvement in how we served our customers. That’s why we felt it was so important to work with a strategic contact centre technology partner that could help us optimise the performance of our expanding contact centre and customer service operations,” commented HomeServe’s Sales and Operations Director, Jo Simkins. “Sabio stood out as the only organisation that could look beyond the separate contact centre technology components and help us build a customer service infrastructure that would serve as a real platform for HomeServe’s expansion.”
“Unlike many systems providers who get lost in the technology, Sabio has always had a clear focus on implementing and optimising business solutions that really work for HomeServe,” Jo added. “Whether it’s workforce optimisation, complex speech projects or real innovation such as our major unified agent desktop initiative, Sabio has always made sure that our multiple contact centre technologies operate at optimum performance. That’s one of the reasons why we’ve achieved – and will continue to achieve – such impressive bottom line savings for the business.”
“HomeServe always understood the essential role that contact centre technology would play in supporting its customers as the business underwent a sustained period of dramatic growth,” added Sabio’s Consulting Director, Kenneth Hitchen. “HomeServe’s membership business is dependent on being able to offer the highest standards of customer care, with efficient service delivery across the entire customer journey. Sabio’s solutions have always focused on these key targets, and we’re delighted that our technology and project skills have been able to support HomeServe in achieving its customer service goals.”