Melbourne, Australia
July 14, 2009
Panviva’s SupportPoint wins Bupa contract
Panviva today announced that Bupa, the UK’s leading health insurer, 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, and the first step in this CRM initiative is to implement BPG.
Bupa selected SupportPoint because it enables staff to access the information requireD quickly to
perform their jobs without interrupting the flow of conversation with customers.
“By ensuring staff have rapid access to accurate information, we can avoid increases in call
average handling times as the 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 reliable process and
product information, just when they need it,” said Mr Eleazu. “And because SupportPoint enforces
preferred corporate polices and standards for every call, it ensures we collectively maintain our
focus on improving service quality.”
Bupa Health Insurance joins British Telecom, Colt Telecommunications and Thomson Reuters in
adopting Panviva’s SupportPoint solution in the UK.
“Many more organisations are recognising the benefits of providing BPG for staff in order to
increase operational efficiency,” said Panviva CEO David Frenkel. “Typically, it drives down costs
and improves customer care with a self-funding three to six month investment payback.”
Panviva
Panviva is the developer of SupportPoint, the world’s leading 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 customers, including HP, Caterpillar, Medibank, Thomson Reuters, BT
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. Bupa Travel also 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.
For further information:
Sarah O’Brien
P: +613 9827 2760 M: 0408 401 502 E: sarah.obrien@squareonepr.com.au
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