UK-based housing association Bromford has appointed Sabio Group, an AI-first customer experience (CX) specialist, to implement a transformative cloud communications platform aimed at redefining how it supports its 110,000 customers across 46,000 homes.
The large-scale initiative will see Sabio deploy a comprehensive customer service centre (CSC) solution for more than 314 agents, integrating advanced AI capabilities within Bromford’s existing Microsoft Dynamics 365 infrastructure.
Building a Smarter, AI-Powered Customer Experience
As part of the deployment, Sabio will implement Genesys AI Copilot to empower service agents with intelligent, real-time assistance. The project also integrates Sabio’s proprietary technologies, including Mission Control, which accelerates deployment and optimizes performance, and GCDEC, a tool that ensures seamless data integration across systems.
This initiative marks a major technological leap for Bromford, replacing fragmented legacy systems with a unified omnichannel communications platform that will enhance engagement across voice, webchat, email, and WhatsApp. The solution will extend beyond Bromford’s customer service centre, covering key areas such as income management, lettings, repairs coordination, and field service operations.
Driving Modernization and Efficiency
“Bromford’s selection of Sabio demonstrates the strength of our expert services capability and our track record of delivering genuinely transformative customer experience solutions,” said Daniel Seaborne, Managing Director for the UK and South Africa at Sabio Group.
“For over 25 years, we’ve focused exclusively on CX, and our team includes specialists who understand these challenges first-hand. What sets this project apart is our ability to combine Genesys Cloud technology with deep Microsoft Dynamics integration expertise, our proprietary IP, and a proven methodology for driving adoption and business value. 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.”
Transforming Customer Relationships with AI
“This is genuinely game-changing for Bromford and our customers,” said Colin Goodbody, Head of Customer at Bromford Housing Group.
“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 deployment will feature advanced workforce management, quality assurance, and analytics capabilities, supporting Bromford’s strategic goals around customer advocacy, digital channel adoption, and operational efficiency.
Additionally, the partnership establishes a foundation for future innovations, thanks to a scalable cloud architecture designed to integrate emerging AI tools and expand communication channels. Bromford is also launching a mobile app-enabled CCaaS solution for field communications, with upcoming use cases involving AI-powered engineer notifications and further automation as part of its ongoing customer success programme.
