Case Studies Archive - Davies

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Case Studies

Customer Experience

Supporting customer collections

Major UK bank with 500 seat collections and debt management contact centre. Requirement to negate 30% increase in activity due to Covid-19 “payment holidays”.

Customer Experience

Improving a water supplier’s tariff for vulnerable customers

Davies delivered streamlined services for vulnerable customers supported by insight analysis.

Customer Experience

UK insurer gets to grips with vulnerability

Davies were asked to assess and recommend how to close gap on FCA vulnerable customer regulation requirements.

Customer Experience

Driving CX transformation through customer communication design for a large Insurance Business

Davies was asked to assess and then design a transformative customer communication strategy, encompassing new channels, future needs, and a cost-effective omni-channel mix, to ensure consistent, supportive experiences across all touchpoints.

Customer Experience

Automating Assurance – Helping a client automate their quality framework

A UK energy supplier asked us to provide analytical resource as they wanted to outsource the build of the automated quality framework in speech analytics

Customer Experience

Increasing Bupa’s call handling capacity and improving CX

With over 2.8 million customers in the UK alone, international healthcare provider Bupa relies on its contact centres to manage insurance claims, help customers book treatments and answer often complex enquiries.