Case Study: BGL Group reduces customer effort with Sabio's multi-channel innovation

Accelerating multi-channel innovation to reduce customer effort for The BGL Group

The BGL Group, a major financial services provider, aimed to reduce customer effort by investigating new digital contact channels like web and video chat. The challenge was ensuring these channels would pass strict usability tests and add clear value before launching them. To assist with this, they engaged their technology partner, Sabio, to help accelerate innovation through their dedicated 'Hot House' test environment.

Sabio implemented a LivePerson web chat solution for the Beagle Street brand and piloted a video chat solution for the Auto & General brand. This provided customers with more accessible support options. The results included increased agent productivity, with agents handling 2-3 chats simultaneously, and a successful deployment that led to the rapid rollout of web chat across other brands like comparethemarket.com. Sabio's solution helped BGL successfully trial new channels, reducing customer effort and differentiating their service through technology.

BGL Group

Jayne Lansdell

Associate Director of Technology