Media Release
April 22, 2009
Stellar adopts Panviva's Business Process Guidance (BPG) System - Drives down cost while
improving service
Panviva today announced that Stellar, a leading global provider of call centre and business process
outsourcing solutions, will implement its SupportPoint Business Process Guidance software in Australia.
The software will specifically be used to assist Stellar Customer Service Representatives (CSRs) to
manage customer relationships on behalf of one of their major clients, a leading Australian gas and
electricity retailer.
SupportPoint was chosen to help reduce the time CSRs spend searching multiple databases and
applications for information, improving the customer experience and the efficiency of the service as well
as reducing errors.
A key reason for selecting SupportPoint is the fact that the system is agent-specific, allowing Stellar to
analyse how agents are using the system and develop targeted training and coaching programs to close
skill gaps. It also provides a platform for communication of changes to processes or procedures, online
quizzes and other learning tools and links to appropriate web sites or materials.
Stellar operates 19 outsourcing centres globally that employ over 6000 staff. One challenge commonly
faced by any call centre operator is providing staff with the ability to navigate product and business
process information in a timely and intuitive manner.
Stellar CIO Warwick Marx said SupportPoint is offering a new approach to an old problem.
“SupportPoint is a navigator for the enterprise desktop, guiding our CSRs through policies, procedures
and information in real-time. It’s helping us to reduce call times, the reliance on time-consuming and costly
up-front training and errors, which increases our efficiency.”
Panviva CEO David Frenkel said: “SupportPoint’s ability to quickly generate substantial savings in
operational costs is appealing given the current economic climate.
“The implementation of SupportPoint can be self-funded and typically pays back within three to six
months. It’s particularly beneficial to call centres, which have become a target market, so this sale
provides significant validation for what we offer.”
For further information on Panviva’s value proposition for BPO’s and to view a whitepaper, visit
Panviva
Panviva is the developer of SupportPoint, the world’s leading Business Process Guidance (BPG) system.
Stellar
Stellar is an established and experienced business process outsourcing company that manages customer
For further information, contact:
Sarah O’Brien
P: (03) 9827 2760
M: 0408 401 502
E: sarah.obrien@squareonepr.com.au
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