Customer contact technology specialist Sabio has announced that it has acquired Rapport, a specialist UK provider of SaaS customer experience analysis solutions for contact centres. The acquisition follows Lyceum Capital’s recent strategic investment in Sabio, and is part of an ongoing acquisition plan to drive double digit growth.
Using Rapport’s SaaS software and analysis services, organisations can benefit from rapid insight into potential performance and process bottlenecks that are leading to a poor customer experience and lower conversion rates. The Rapport Contact Centre Dashboard delivers daily, weekly or monthly insight into key KPIs, Customer Effort and First Call Resolution performance, while proactive Success Management analysis also helps organisations to optimise potential inbound call traffic issues.
“At Sabio we’re focused on helping organisations to deliver a brilliant experience for their customers, so it’s increasingly important that we look beyond the contact centre to support all aspects of their customer journey,” commented Sabio’s CEO Andy Roberts. “Adding Rapport to our portfolio will help Sabio to unlock further value for our customers, while contributing directly to improvements in operational performance as well as lower Customer Effort scores. This announcement is also an important first step in Sabio’s acquisition strategy, as we look to strengthen our customer engagement proposition with innovative ‘adjacent’ technologies and solutions.”
“Rapport has proved successful in applying our software and analysis to help organisations highlight some of the hidden operational issues that can impact the customer experience. However, we’re excited to now be joining Sabio as we’ll be able to unlock further value by also offering access to the solutions and services that can help fix the issues initially identified through our software,” said Rapport’s Managing Partner, Graham MacIntyre. “It’s a great opportunity, and one that we believe will prove particularly attractive to those organisations looking for further ways to reduce customer effort.”
“Bringing additional contact centre experience analysis skills and tools into the Sabio business will help strengthen our operational managed service capability, as well as contribute directly to the company’s growing annuity business,” added Sabio’s Vice President for Go-To-Market, Michael Andrews. “We’re excited about this ability to help our clients understand and quantify their customer experience by highlighting and ultimately eliminating repeat calls, failure demand, incorrect messages and out-of-hours contacts that can do so much to damage brand experience.”
“Having access to this level of granular data will prove valuable in terms of eliminating customer journey bottlenecks, while also giving our customers new insights into the performance of ongoing campaigns,” he added. “Being able to monitor and report on all of the calls coming into a business will also prove invaluable for highly regulated organisations such as utilities who increasingly require an objective external view of their service performance.”
Many of the UK’s largest organisations – including long-term customers such as British Gas, Legal and General, Thames Water and BBC TV Licensing – are already using Rapport’s SaaS software and analysis capabilities. The specialist SaaS-based Dashboard & DataStore reporting tool also offers the only available measure of customer effort updated daily and, because the solution extracts call information before interactions hit the contact centre, there’s no requirement for complex integration with IT or customer engagement systems.