National Motor Club(SM) Selects Panviva® to Turbo Charge Call Center Operations

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SupportPoint Real-Time Desktop Guidance to Speed Agents through Roadside Dispatch Process – Delivering Help to Members Even Faster and More Efficiently

National Motor Club's move to Panviva's SupportPoint for their call centers is one in a series being under taken by the company to implement its strategic growth plan

Panviva, Inc., leaders in Business Process Guidance and real-time desktop navigation announced today that National Motor Club(SM) has selected its product, SupportPoint®, to further streamline the speed and efficiency with which its agents dispatch roadside assistance to members in need of help. In operation since 1956, NMC(SM) is one of the largest independently–owned motor clubs in the US, providing premiere, high-touch services and answering more than half a million calls a year. NMC specializes in converting distressing situations into exceptional customer experiences through call center agents and assistance providers who are highly skilled, rapid responders.

SupportPoint is unique technology that helps call center agents navigate through the online applications and information involved in answering customer questions. As calls are taken, agents are prompted in real-time with relevant and actionable information that guides them through the process of answering questions fast, accurately and consistently. It removes the need to search multiple databases and sources for answers, shortens call handling times and enables agents to reach peak operational performance in the shortest possible time with less training. Call centers using SupportPoint view it as a “must have” application.

National Motor Club’s move to SupportPoint is one in a series being undertaken by the company to implement its strategic growth plan. National Motor Club’s call center operations will be managed by National Motor Club’s sister company, Stellar®, a global expert in call center management. Stellar has already adopted SupportPoint in other international call centers and recently announced the decision to offer it to US customers.(Link to Stellar announcement press release). For National Motor Club, SupportPoint will make the call process even more efficient and provide a customer experience that is second to none.

According to National Motor Club’s Chief Operating Officer, Matt Krzysiak, “A friendly, knowledgeable voice on the phone combined with the reassurance that great help will arrive fast are lifelines for our members who are stranded. Our customer satisfaction scores for dispatch are already among the highest in the industry, but Panviva’s SupportPoint will turbo charge that call for help. In record time, our agents will be able to find just the information needed to dispatch the right assistance. So what began as an upsetting experience for our member will quickly become a story about an unexpected adventure."

Stephen Pappas, Vice President of Global Sales and Alliances at Panviva said, “National Motor Club and its sister companies are smart, forward thinking businesses. They understand what it means to be customer-centric and what to takes to exceed customer’s expectations. NMC and its customers will be delighted with the speed and efficiency SupportPoint provides.

About National Motor Club

National Motor Club of America, Inc. (NMC) was founded in 1956, and as one of the largest independently owned motor clubs in the US, has become a premier provider of emergency roadside assistance and other travel related services. NMC serves the traveling public by offering travel safety information services and financial security products through direct sales, alliances, RV market segments and membership associations. NMC provides its members with quality of service and valuable peace of mind. Through its own operations, NMC serves hundreds of thousands of members throughout the United States and Canada. National Motor Club of America Inc. is headquartered in Irving, TX. For more information, visit nmca.com.

About Panviva

Panviva is the developer of SupportPoint, the world’s leading Business Process Guidance system (a real-time desktop guidance system.) Over 200,000 users in 37 countries rely on SupportPoint daily to guide them through complex processes and policies in real time. Among Panviva’s customers are Stellar, BT, HP, Bupa, Medibank, Health New England, National Australia Bank and Caterpillar, who use SupportPoint to reduce operating costs while improving performance and compliance. For further information, please visit http://www.panviva.com.

Panviva, the Panviva logo and SupportPoint are trademarks of Panviva Pty Ltd. All other brands may be trademarks of their respective owners.

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Linda Wilson
Panviva
(339) 203 4749
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