Listen to this articleSabio is a leading independent customer contact technology specialist, bringing together all the in-house skills, resources and industry thought leadership needed to design, implement and support the kind of end-to-end solutions that help transform contact centre performance. Below is our interview with Andy Roberts, Sabio’s CEO:
Q: Andy, how would you describe Sabio in your own words?
A: Based in the UK and Singapore Sabio supports many of the world’s leading customer service organisations, helping them to radically transform their customer engagement through world-class solutions from technology leaders such as Avaya, Verint and Nuance. In a world where the customer service and the actual experience offered is often the only differentiator, it’s imperative that organisations do as much as they can to get this right. Founded in 1998, Sabio simplifies customer engagement by enabling Digital Front Door strategies that create exactly the right balance between self-service, assisted service and contact centre operations.
Q: Tell us something more about Sabio and your services?
A: Since its formation, Sabio has been dedicated to helping organisations deliver excellent customer service by addressing their contact technology challenges. We’re the only technology specialist business that’s focused exclusively on customer contact technologies, and with over 17 years’ experience and a proven team of more than 200 solutions, services and support experts we aim to be really easy to do business with. It’s an approach that works well for our customers, as Sabio consistently achieves our industry’s highest CSAT support scores across our key technologies.
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Over the last few years Sabio has grown ahead of the market, securing an increasing market share and delivering a consistently profitable performance. However there is also a real opportunity for the company to accelerate its business plans, and build out in terms of addressing broader opportunities. Securing additional funding, and putting the next generation of Sabio leadership in place will be instrumental in delivering on those plans.
Q: What’s the achievement Sabio is most proud of?
A: Sabio has succeeded in outgrowing the market in recent years, delivering 15.4% overall growth over the last two years, and 25.4% for our international business. Following our recent major investment from Lyceum Capital, we’re now setting out to double the size of our business again over the next five years.
Alongside this growth we have succeeded in delivering to the highest quality standards, and making sure that Sabio is a great place for our people to work. We hold both ISO 9001:2008 quality management certification for our provision of our customer contact technology strategies and solutions, as well as ISO27001 Certification for Information Security Management, and last year were named as one of the UK’s Best Workplaces for the first time.
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Q: You’ve recently announced a $64.81 Million Venture funding; what’s your next step?
A: In the immediate term we’re looking to accelerate how we execute against our current business plan, taking advantage of our new funding to make sure we have all the right resources in place. Longer-term we will focus on complementing our organic growth with a number of targeted acquisitions – both in the UK to gain a broader customer base, and internationally in Europe and APAC to support the growing number of customers with a global contact centre vision. We will also look at strengthening the Sabio proposition with ‘adjacent’ technologies – particularly those that will support Sabio customers in bridging the divide between their digital and customer contact strategies.
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Q: How do you differentiate on the market? What makes Sabio unique?
A: Sabio is clearly established as a leading independent customer contact technology specialist, bringing together all the in-house skills, resources and industry thought leadership needed to design, implement and support the kind of end-to-end solutions that help transform contact centre performance.
Working with Sabio helps organisations to improve their return on sales investment, reduce overall contact costs and increase their CSAT performance. Sabio currently holds a 7% UK market share, and engages with customers in over 57 countries. Longer term our goal is to expand internationally, supporting organisations with our increasingly global contact centre market vision.
How organisations engage with their customers has never been more critical, and there’s a clear international demand for a technology specialist such as Sabio that can help businesses to close the gap between digital and traditional customer contact channels. Given that 9 out of 10 customers are now looking for a seamless engagement experience, organisations can’t just expect their Digital or Marketing teams to deliver on the omnichannel promise. That’s where Sabio can help, regardless of whether you’re wanting to adjust to the demands of today’s increasingly mobile and socially-connected customers, want to streamline complex customer journeys to reduce customer effort, or simply need to close the gap between your digital and traditional customer contact channels.
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