Bromford Chooses Sabio for AI-Driven Service Transformation

UK housing association Bromford has selected Sabio to deliver a new cloud-based customer communications platform

Designed to enhance how Bromford supports over 110,000 customers across 46,000 homesm the project will implement a customer service centre (CSC) solution for more than 300 agents, integrating Genesys AI Copilot with Bromford’s existing Microsoft Dynamics 365 environment.

The deployment also includes Sabio’s proprietary tools – Mission Control for streamlined rollout and optimisation, and GCDEC for seamless data integration.

According to Daniel Seaborne, Managing Director for the UK and South Africa at Sabio Group:

“Bromford’s selection of Sabio demonstrates the strength of our expert services capability and our track record of delivering genuinely transformative customer experience solutions.

We’re not just implementing technology – we’re partnering with Bromford to fundamentally reimagine how a modern housing association can build aspirational relationships with its residents.”

The unified omnichannel platform will replace multiple legacy systems and support communication through voice, webchat, email, and WhatsApp. It will serve not only Bromford’s CSC but also its income management, lettings, repairs coordination, and field service teams.

Colin Goodbody, Head of Customer at Bromford Housing Group, said:

“This is genuinely game-changing for Bromford and our customers. We’re not simply upgrading systems – we’re transforming how we connect with every person we serve.

The combination of AI-powered automation, workforce optimisation tools and seamless integration with our core systems will allow us to be more responsive, more proactive and more personal in our service delivery.”

The partnership follows a competitive procurement process, with Sabio’s mix of technical expertise, sector experience, and long-term support model proving decisive.

The solution also incorporates workforce management, quality assurance, and advanced analytics capabilities aligned to Bromford’s goals around customer advocacy, digital adoption, and operational efficiency.

Built on a scalable cloud architecture, the platform prepares Bromford for future innovations in AI and channel expansion.

A mobile app-based CCaaS solution will also connect field colleagues, with additional use cases such as engineer notifications and AI-driven workflows planned as part of the ongoing programme.

For more information about Sabio - visit the Sabio Website

About Sabio

Sabio turns customer experience into profitable growth through AI-powered technology.

As an AI-first expert services partner, Sabio’s specialists transform customer experiences by combining the efficiency of AI with human insight and empathy, elevating customer and employee satisfaction through achieving desired CX outcomes for customers across their voice and digital channels.

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Author: Hannah Swankie
Reviewed by: Jo Robinson