Davies Embarks on Global Digital Transformation Project with Sabio Group

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

Working alongside Davies’ own Customer Experience Consulting Practice, Sabio Group 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 specifically developed and selected by Davies, with the customer at the forefront of the solution.

The new platform will enable Davies to strengthen telephone operations as well as create additional 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 unify Davies’ digital communication capability as the company embarks on the next stage of its growth trajectory across the U.S. and Europe. This will afford greater flexibility and immediate reaction to changes in customer demand by enabling a quick response to claim surges. So far, Davies has been able to save clients $7.48 million in weather-related claims costs 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.”

He continued, “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 1,500 contact center advisors managing customer interactions across 13 business units serving UK and U.S. clients. The agreement also includes Workforce Engagement Management capability in addition to Sabio’s support and delivery services.

Mark Betts, Managing Director for the UK, Nordics and Africa at Sabio Group, said, “We are hugely excited by this project with Davies; an organization 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.”

He continued, “This multi-year agreement enables us to standardize their contact center technology infrastructure, building a solid foundation for their contact center operations before expanding their transformation through exciting automation projects utilizing 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.”