Davies partners with Sabio for contact centre transformation
Professional services firm Davies has selected digital customer experience specialist Sabio Group to help transform its contact centre technology and infrastructure. Davies is looking to migrate its customer services offering to a cloud contact centre, supporting contact centre agents across 13 business units.
Founded in 1968, Davies is a professional services firm focused on the insurance industry. The London-headquartered group, which has around 5,000 professionals in five countries, provides operations, consulting and technology services to all segments major segments within the industry.
In 2021, Davies acquired Sionic, a management consulting firm that works for banks, insurers and other financial services institutions. Now, as Davies looks to continue growing its global operations, the firm has opted to embark on a company-wide digital transformation project. Ultimately, this will see Davies deploy a digital communication capability, as it embarks on a new growth trajectory in the US and Europe – allowing greater flexibility to react immediately to changes in customer demand including enabling fast response to claim surges.
To help deliver this vision, Davies has contracted Sabio Group, a digital customer experience (CX) transformation specialist, to support the transformation of its contact centre and CX technology infrastructure. In particular, the multi-year agreement will see Sabio guide Davies’ transformation to a new cloud-based customer service platform on Genesys Cloud CX, providing a flexible, scalable, unified CX platform.
Mark Betts, Chief Experience Officer at Sabio Group, commented, “We are hugely excited by this project with Davies; an organisation that is not only ambitious in what they want to achieve and where they want to go but one that is also receptive to new ideas and agile, collaborative ways of working to achieve those goals. This enables us to standardise their contact centre technology infrastructure, building a solid foundation for their contact centre operations before expanding their transformation through exciting automation projects utilising our vast internal expertise.”
The new platform will enable Davies to strengthen telephony operations as well as open up new communication touchpoints, offering customers greater freedom to choose how and when they communicate through a seamless multi-channel platform. The project will involve the cloud migration of 1,500 contact centre advisors managing customer interactions across 13 business units serving UK and US clients. The agreement also includes a Workforce Engagement Management capability in addition to Sabio’s support and delivery services.
Speaking on the early benefits of the changes, Darren Martin, Group Chief Information Officer at Davies, added, “Partnering with Sabio represents a major milestone as we continue to invest heavily in advanced digital solutions in order to deliver best-in-class services to customers. Beyond the consolidation activity, we will also be introducing high levels of integration with underlying systems, enabling us to provide further benefits to customers, such as self-service and ultimately choice; allowing customers to decide when and how they want to communicate with us. It’s going to be an exciting partnership and I am looking forward to seeing the positive impact this will have.”
