Churches Fire & Security, the fully integrated fire safety company from the UK, has successfully updated its customer service operations through the Sabio Group‘s AI-powered analysis programme.

The company partnered with digital customer experience (CX) transformation specialists Sabio Group to conduct an Intent Capture & Analysis (IC&A) process, analysing over 25,000 customer calls to identify key pain points and improvement opportunities. 

AI analysis

The analysis unveiled that 17% of all incoming calls, more than 16,000 annually, were simply requests to test fire alarms, representing the most common reason for customer contact.

This revelation has since prompted Churches to develop automated customer journeys through their online portal, potentially freeing up thousands of hours of customer service time.

CEO, Churches Fire & Security, Charlie Haynes’ statement

In a recently published case study, Charlie Haynes, CEO of Churches Fire & Security, emphasised the strategic importance of the IC&A project.

He said: “As a business, we have an increased focus on self-service and operational efficiency whilst maintaining customer experience.

“The nature of our very business means that it is crucial for us to understand our customers’ needs and streamline our processes accordingly.

“The IC&A solution has been a game-changer for us. The insights we gained have allowed us to make data-driven decisions, prioritise automation efforts and ultimately improve the experience for both our customers and employees.” 

Head of AI Solutions, Sabio, Kevin McGachy’s statement

Kevin McGachy, Head of AI Solutions at Sabio, said: “ The success of this initiative highlights how organisations can approach customer service transformation, demonstrating the value of data-driven decision-making in improving operational efficiency while maintaining service quality.”

The IC&A, which forms part of a larger three-phase transformation programme, has already led to several strategic improvements.

Rather than investing in an entirely new customer service infrastructure, Churches Fire & Security opted for a more targeted approach based on actual customer interaction data. 

The company is now implementing various automation initiatives, including a PCI-compliant payment system integrated with their telephony infrastructure, after discovering that billing and invoice payments were the second most common reason for customer contact. 

AI-powered analysis programme by Sabio improves Churches customer service: Summary

Churches Fire & Security has chosen to update their customer service operations with Sabio Group’s AI-powered analysis programme.

Charlie Haynes, CEO of Churches said that the solution has been a gamechanger.