Davies embarks on global digital transformation project with Sabio Group

Sabio Group, the digital customer experience (CX) transformation specialist, has been selected by Davies, the leading specialist professional services and technology business, serving insurance and highly regulated markets, to support the transformation of its contact centre and CX technology infrastructure in a multi-year agreement.

Sabio will guide the firm’s transformation to a new cloud-based customer service platform on Genesys Cloud CX, providing a flexible, scalable, unified CX platform. This platform has been specially developed and selected by Davies, with the customer at the forefront of the solution.

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 wider digital transformation project will also see Davies unify its digital communication capability as the firm embarks on the next stage of its growth trajectory across the U.S. and Europe. This will allow greater flexibility to react immediately to changes in customer demand including enabling fast response to claim surges.

So far, Davies has been able to save clients £5.8 million in weather related claims spend by being able to adapt quickly to events as they happen.

Darren Martin, Group Chief Information Officer, Davies, said: “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.”

The project will involve the cloud migration of 1500 contact centre advisors managing customer interactions across 13 business units serving UK and US clients. The agreement also includes Workforce Engagement Management (WEM) capability in addition to Sabio’s support and delivery services.

Mark Betts, Chief Experience Officer at Sabio Group, said: “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 multi-year agreement 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.

“We are extremely looking forward to working closely with them over the next few years and successfully supporting their growth ambitions.”

About Sabio Group

Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India.
The Group delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences.

Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.

The Group works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica and Transcom Worldwide.

Visit www.sabiogroup.com

About Davies

Davies delivers specialist professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management. In February 2023 Davies announced it had simplified its operations and aligned the business across three operating units: Davies Global Solutions, Davies UK & Ireland, and Davies U.S. Davies has a 6,500+ strong team of professionals operating across ten countries, including the UK & the U.S., with headquarters in the City of London. Davies’ investors are BC Partners, HGGC, AIMCo (acting on behalf of certain of its clients), and Davies’ employees following BC Partners majority investment in March 2021, HGGC’s investment in January 2017 and AIMCo’s investment in January 2019. Over the past ten years Davies has grown its annual revenues more than 20-fold, invested heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients. In the past year Davies has added more than 200 new accounts to its organic platform. In addition, Davies has successfully broadened and deepened its operations and digital capabilities via targeted acquisitions. Since the start of 2017 Davies has acquired: Cynergie, CMSL, Ambant, ServiceTick, TLSS, R&Q’s insurance services business, Ember, Direct Group’s claims businesses, Veriphy, USA Risk Group, TMS, GBB, Banwells, Frontier, FWD, ASC, Thornton Group, Keoghs, Codebase8, Citadel & Cedar Consulting, ContactParners, TriPlus, Johnson Claim Service, Vehicle Replacement Group, BMTS, Wakely Actuarial, Northshore International Insurance Services, DMS, NPA, Littleton, Grovelands, IAS, Asta, IRS, Sionic, Merlinos, BVS, Worksmart, ProAdjust, Johns Eastern, ClaimPilot, MVP Group, Afirm & Ortac Underwriting Agency’s (“Ortac”) insurance management services portfolio.

More information is available at www.davies-group.com.