ICF (Australia) Chooses Panviva to Support Call Centre Agents

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Multinational Warranty Services Provider Selects SupportPoint to Enhance Operational Efficiency and Customer Satisfaction

“With SupportPoint we expect to see reductions in our call handling times, improvements in our stats for exception handling and an increase in our first call resolution rates. Kevin Ellis, IC Frith

Panviva Pty Ltd. is pleased to announce today that ICF (Australia) Pty Ltd, one of the largest warranty services providers in the Southern hemisphere, has selected Panviva’s SupportPoint to optimise the efficiency of its warranty services call centres and enhance the call experience for customers and staff. SupportPoint is a unique, online technology that helps call centre agents navigate through customer calls, providing them with step-by-step instructions and presenting relevant product and procedural information at precisely the moment of need.

ICF (Australia) Pty Ltd operates a Third Party Administration (TPA) service for the provision of Warranty services to one of Australia’s leading retail outlets for household electrical goods. To administer the extended warranty service, ICF has call centres in multiple countries. The call center in Sydney, where SupportPoint will be first implemented, takes approximately 35,000 warranty calls per month. The tool that ICF was using to store and access the millions of warranty and service details required to answer those calls simply couldn’t keep pace with the growth of the business or the company’s requirements.

According to Jack Wang, ICF Business Analyst and SupportPoint Project Manager, “Our team leaders were doing a fabulous job handling the customer calls despite the difficulties but the information management problem needed to be solved at the root. Through a formal selection process in which we placed top priority on instant search results, a very user-friendly interface, and ease of keeping content up to date and trustworthy, Panviva’s SupportPoint was the winner. We also selected Panviva because the company understood that knowledge management challenges can’t be solved by products alone. They worked with us to document our business processes and procedures and our warranty and provider information so that we could make all of it quickly and easily accessible and useable by our agents. We’re giving our staff the tools they need to do their job and our people love it.”

Kevin Ellis, General Manager of Global Warranty Operations at ICF, spoke of SupportPoint’s anticipated impact on their business. “We expect to see reductions in our call handling times, improvements in our stats for exception handling and an increase in our first call resolution rates. We also believe that SupportPoint will help provide an enhanced experience for our customers and a real morale boost for employees.”

"The challenge of information complexity in the call centre has been a significant impediment for many companies. As the sheer volumes of information rise, call handling times and customer satisfaction inevitably decline," commented Ted Gannan, CEO and co-founder of Panviva. "that’s why - among our thousands of users worldwide - SupportPoint is viewed as a ‘must-have' application for its ability to simplify call centre information while lowering costs and promoting business growth."

About ICF (Australia)
ICF (Australia) Pty Ltd, (ICF), has been in business since 1983. They are among the top-10 insurance brokers by revenue in Australia and New Zealand and are one of the largest warranty service providers in the southern hemisphere. ICF has a superior reputation built on a tradition of delivering exceptional service and expertise.

ICF is headquartered in Sydney and has offices nationwide in Adelaide, Brisbane, Melbourne and Perth. In New Zealand, we are located in Auckland, Christchurch and Rangiora. The firm also has an international presence in Ireland, Malaysia, Singapore and Slovenia.

About Panviva
Panviva is the pioneer and leading provider of business process guidance (BPG) solutions. Our unique methodology and advanced software enable customer service organizations to cope with the complexity inherent in their environment. The company's product, SupportPoint, guides users step-by-step through processes, procedures and product information in real time, engendering continuous improvement. The results are transformational: dramatic and continuous cost, error, and risk reductions; greatly improved customer satisfaction, and elevated employee engagement and loyalty. Panviva's customers significantly outperform their competition and achieve better financial performance. Among those customers are British Telecom (BT), HP, Bupa, National Australia Bank, Medibank Private, Foxtel, Austar, VicRoads, AvMed, Gundersen Lutheran, and Health New England. For further information, visit http://www.panviva.com.

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Linda Wilson
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