Case Study: Camelot reduces costs and improves customer satisfaction with Sabio and Bright Index

Powerful evidence to change an operation

Camelot Group, the operator of the UK National Lottery, faced a challenge as its customer service was governed by its regulator's KPIs that focused solely on speed of answer, which did not align with delivering quality customer satisfaction. To undertake a transformation program, Camelot needed powerful evidence to persuade its regulator to change these performance measures. They engaged the vendor Sabio, utilizing its Bright Index benchmarking service to gain the necessary industry insights.

Sabio's Bright Index provided a detailed benchmark comparison, revealing that Camelot was over-servicing on speed at the expense of quality. This evidence successfully persuaded the regulator to adopt a broader set of KPIs, including first call resolution and customer satisfaction. As a result of the changes implemented with Sabio's insight, Camelot reduced its operational costs by 40%, absorbed a 17% year-on-year increase in call volumes, and improved customer satisfaction scores by 10%.

Camelot Group

Pam Bowell

Head of Customer Operations