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News : Sabio helps BGL Group with Pro-active Outbound SMS Messaging
Peterborough, UK, July 21, 2015 -- BGL Group, a financial services business, has worked with contact centre technology provider Sabio on a project to strengthen multi-channel customer engagement through the addition of context-sensitive SMS messaging.
Following an initial consultancy engagement and a successful messaging trial, BGL is now deploying outbound SMS messaging across its multiple businesses, providing pro-active support for customers at key touch points where, previously, they would have had to contact the company themselves.
The project, fulfilled through Sabio Network Services, has seen BGL increase its volume of outbound SMS messages. Key to the success of the BGL outbound project has been a determination to only deploy SMS messages at the right points of the customer journey. Areas identified – including customer confirmation messages, critical calls to action, and the sharing of address details for documents - followed a joint analysis exercise with Sabio identifying specific instances of caller frustration.
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Sabio is a specialist customer service and contact centre systems integrator focused on delivering exceptional customer contact strategies and solutions based on best-of-breed technologies from partner organisations such as Avaya, Nuance and Verint. Sabio offers business consulting, systems integration and managed services and has worked with many major organisations across the UK including Argos, Brewin Dolphin, BT Business, Business Stream, Eurostar, Homeserve, Leeds City Council, Office Depot, Thames Water and the multi-award winning Lebara Mobile.
About BGL Group:
BGL Group is now one of the UK’s personal lines insurance brokers.
Published: Wednesday, July 22, 2015