Panviva's SupportPoint Business Process Guidance (BPG) Solution Wins Contract for Bupa's UK Call Centres

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Panviva today announced that Bupa, the UK's leading health insurer, has selected Panviva's Business Process Guidance (BPG) solution, SupportPoint, to help optimise the efficiency of its UK call centre operations.

And because SupportPoint enforces preferred corporate polices and standards for each and every call, it ensures that we can collectively maintain our focus on improving the quality of service delivered to our customers.

Panviva today announced that Bupa, the UK's leading health insurer, has selected Panviva's Business Process Guidance (BPG) solution, SupportPoint, to help optimise the efficiency of its UK call centre operations.

Bupa aims to consolidate all customer, product and procedural information into one easy-to-navigate location. The first step in a broader CRM initiative is to implement Business Process Guidance. This is a move to introduce standards and consistency in the presentation of data, and avoid advisers having to create their own documents to simplify the process of dealing with customers.

Bupa selected SupportPoint because it enables staff to access the information they require quickly to perform their jobs without interrupting the flow of the conversation with the customer.

"By ensuring that staff have rapid access to accurate information, we can avoid increases in call average handling times as their business grows in size and complexity," said Oke Eleazu, Bupa Health Insurance's Director for Customer Service and Operations.

"SupportPoint has been warmly accepted by our people, as it provides them with reliable process and product information, just when they need it," said Mr Eleazu. "And because SupportPoint enforces preferred corporate polices and standards for each and every call, it ensures that we can collectively maintain our focus on improving the quality of service delivered to our customers."

Bupa Health Insurance joins British Telecom, Colt Telecommunications and Thomson Reuters in adopting Panviva's SupportPoint solution in the United Kingdom. "Many more organisations are recognising the benefits of providing business process guidance (BPG) for their staff in order to increase operational efficiency" said Panviva CEO David Frenkel. "Typically, it drives down costs with a self-funding three (3) to six (6) month investment payback while improving customer care quality and satisfaction."

Panviva
Panviva is the developer of SupportPoint, the world's leading Business Process Guidance (BPG) system. Over 150,000 users across 37 countries in 18 languages rely on SupportPoint to guide them through complex processes and policies in real-time. Primary offices are in Boston MA and Melbourne Australia. Panviva has been helping its customers, including HP, Caterpillar, Medibank, Thomson Reuters, BT, Bupa, and Fosters to cut operating costs while improving performance since 1996. For further information please visit http://www.panviva.com.

About Bupa
Bupa is the UK market leader in health and care with a strong international presence. Established in 1947, it has around 10 million customers in almost 200 countries and more than 49,000 employees. Its main interests are health insurance, care homes for older people and young disabled, health assessments, workplace health and childcare services. Bupa Travel offers a bespoke travel insurance service. Sanitas in Spain, MBF, HBA, Mutual Community in Australia and DCA Agedcare in Australia and New Zealand, IHI in Denmark and Health Dialog in the US are all part of the Bupa Group which also has centres in Hong-Kong, Thailand and Saudi Arabia. Bupa is a company limited by guarantee and does not have a share capital. As a result, it can focus on its customers, helping them to live longer, healthier and happier lives and can reinvest all of its profits to do this - this is the dividend that Bupa provides.

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Carolee Dagenais
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