Introducing our dedicated sector specialist … Rob Sawle

Rob, a senior sector specialist with over three decades of experience, sits down with us to discuss his role and the benefits he thinks Sigma Connected can deliver for clients in the fast-paced utilities sector. 

Q. Could you summarise your career and your experience please?  

Rob: 

Thanks! It’s good to be putting a spotlight on the work we do in the utilities industry. 

In terms of my career, I have ben in the industry for 35 years and during that time have mostly worked on the client side in both energy and water, including with big brands such as South Staffordshire Water and also npower, where I was Operations Director responsible for customer service, complex billing and collections in the UK, India and South Africa. Essentially, a large chunk of the past three decades has been spent predominately in the water and energy industries.  

I joined the Sigma Connected family in 2021 and was drawn not only by the company’s credentials and ambition, but its vision to have dedicated sector directors who are specialists in their field. It’s a perfect example of how as a business we look to do things differently. 

Despite the many challenges the industry has since faced, including the Covid pandemic and the cost-of-living crisis, it’s been a busy and successful three years. Hopefully my experience on the client side has made a difference as I’ve certainly walked in their shoes so understand many of the hurdles and headaches they face, and vitally, I have a good understanding of what’s needed. 

Q. Why do you think it’s so important for Sigma Connected to have dedicated sector directors?  

Rob: 

It works so well as there are many factors to consider and be aware of in each industry, such as water or energy. These are highly regulated and highly scrutinised sectors so you need someone at the helm of each area who understands the regulations and what processes need to be in place, and also someone who knows the impact if things go wrong. 

Aside from that, the feedback we get is that it helps clients feel like they are in safe hands and Sigma Connected really understand what their pain points are. I think it’s powerful to see how reassured they are, so much so, it’s a model we have also replicated for the insurance and finance sectors.  

Q. In what other ways do you feel that Sigma Connected has a total client focus? 

Rob: 

It’s not just on dedicated sector directors like me to deliver, it’s on the whole team. There’s a wide range of things we do as a team. This includes running client workshops where I can input and the team can leverage my knowledge from a strategic perspective, or even sharing up-to-the-minute data so performance can be tracked in real time.  

Those are just two things we’ve done and I know it’s initiatives like that which clients crave.  

But also, one of the most important areas when it comes to collections, is strategy. We will work with a client on a strategy to reach a successful end goal and so we all know and understand what good looks like at the end of any campaign.  

I work tirelessly to know our campaigns inside out, but staying close to clients also adds another dimension. I really do make it my business to build the client relationship all the way through and ensure we deliver as a team and as a business on our promise, but also adapt and be flexible when the client needs us to.   

Q. So in your opinion, what is the ‘secret sauce’ that makes Sigma Connected so different for clients? 

Rob: 

It’s everything we have already talked about and more. 

Central to our values is that we see ourselves as different, and I think we back that up. Between the whole team we have vast experience in the sectors we work in. Whilst we run the outsource operation, many have worked on the client side so know exactly what excellent looks like.  

We pride ourselves in staying close to every account, become their voice, and challenge each other to think proactively for the client so we are working in true partnership with them.  

But I think overall it’s about relationships which are honest and meaningful. Our account managers are closest to their campaigns, so I go out of my way to operationally align myself with them. That helps for positive two-way conversations, lets us look at best practice together, share knowledge and ultimately, improve performance. 

Sigma Connected is a growing business so we never want to stand still with clients. That’s a huge plus for me, and those aspirations for growth makes for an amazing journey where I feel every day we can make an impact.