British Telcom Drives Cost-savings By Selecting Panviva's Bpg Solution

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18th March 2009, 01:18pm - Views: 762

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March 18, 2009

British Telcom drives cost-saving process improvements by selecting Panviva’s

Business Process Guidance Solution 

Panviva today announced BT has selected Panviva’s SupportPoint Business Process Guidance (BPG)

solution for deployment within BT’s Operate and Global Services divisions. 

A BPG system acts like a GPS for the desktop. It recognises the role of the computer operator, where

that operator is in a process and where he or she needs to get. BPG systems deliver step-by-step

guidance through each process, assuring improved adherence to policies and procedures and offering an

improved customer experience.

“To provide excellent customer service and minimise costs, we need to eradicate manual errors,” said

Daryl Szebesta, Director Service Delivery at BT.  

“All too often work orders contain incorrect or missing information due to human error. SupportPoint is

pivotal to eliminating these problems.”

After evaluating all options, BT selected Panviva’s BPG system, SupportPoint, as the best solution for

guiding customer operations personnel step-by-step through operating procedures, significantly reducing

the processing errors associated with complex and continually evolving business processes.

“We’ve been piloting SupportPoint within one of our customer operations groups in India over the last six

months, and we’ve seen an 80 percent reduction in manual error rates in the provisioning process,” said

Mr Szebesta. 

“SupportPoint exceeded my expectations. Having comprehensive and up-to-date process and procedure

information at the point people need it helps us fulfill our strategic goals.”

CEO of Panviva David Frenkel said the current economic situation is demanding that every company find

ways to do more with less. 

“BT’s pilot and subsequent adoption of SupportPoint demonstrates that BPG systems can help

companies drive down costs dramatically by improving process consistency, accuracy and quality, without

sacrificing customer satisfaction,” said Mr Frenkel. 

“In a tough economy, the rapid implementation and high return on investment provided by BPG systems

makes SupportPoint a very attractive alternative to larger, higher-cost, higher-risk development



About Panviva

Panviva is the developer of SupportPoint, the world’s leading Business Process Guidance system. Over

150,000 users across 37 countries in 18 languages rely on SupportPoint to guide them through complex

processes and policies. Primary offices are in Boston USA and Melbourne Australia. Since 1996, Panviva

has been helping its customers, including HP, Caterpillar, Medibank, Thomson Reuters, BT, Bupa and

For more information please contact Sarah O’Brien:

P: (03) 9827 2760  M: 0408 401 502  E: 

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