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
programs.”
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
Fosters cut operating costs while improving performance. Visit www.panviva.com.
For more information please contact Sarah O’Brien:
P: (03) 9827 2760 M: 0408 401 502 E: sarah.obrien@squareonepr.com.au
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