Case Study: Slater Gordon Solutions Motor improves CSAT, NPS and customer effort with Sabio's Bright solution

Insight Delivers Award-winning Improvements In Csat, Nps and Customer Effort

Slater Gordon Solutions Motor (SGSM), a provider of claims management solutions for the insurance sector, faced the challenge of gaining actionable insights from customer feedback. Their manual, paper-based process for measuring CSAT and NPS was slow and provided dated information, leaving advisors unaware of their performance and the business unable to understand customer sentiment or identify areas for immediate improvement.

SGSM implemented Sabio's Bright solution to automate feedback collection and gain real-time analytics. The results were significant, with CSAT improving by 9% and customer effort scores rising by 6% within the first month; after six months, NPS had increased by 15.5 points. The solution also saved administrative time, reduced advisor attrition by 10%, and provided the data evidence needed for SGSM to win an award for Outsourced Contact Centre of the Year.

Slater Gordon Solutions Motor

Stacy Hayhurst

Business Transformation Manager