Satellite Technology Feature Article
May 11, 2009
Panviva Deploys Business Process Guidance Software at BT and Stellar
By Rajani Baburajan, TMCnet Contributor
Panviva, which develops business process guidance (BPG) systems, announced that they are offering the SupportPoint Business Process Guidance software to British Telecom (BT (News - Alert)) for deployment within BT’s Operate and Global Services divisions.
A BPG system is described as the ‘GPS for the desktop.’ It recognizes the role of the computer operator, where that operator is in a process and where he or she needs to get. The system provides step-by-step guidance through each process, assuring improved adherence to policies and procedures and offering an improved customer experience, according to officials.
BT will deploy SupportPoint to an initial base of 1100 users across 20 countries. With this, BT expects to provide customers with world-class service and also reduce service delivery costs.
In order to provide excellent customer service and minimize costs, BT needs to eradicate manual errors, such as those in the provisioning cycle, the process of preparing and equipping a network so that it can provide new services to customers, commented Daryl Szebesta, director Service Delivery at BT Operate.
BT selected Panviva’s SupportPoint after a six-month pilot within one of their customer groups in India. During the pilot, they found an 80 percent reduction in manual error rates in the provisioning process along with a similar reduction in rework.
“The current economic situation is demanding companies do more with less,” said David Frenkel, CEO of Panviva, in a statement. “BT’s early experience of SupportPoint demonstrates how the solution can help companies drive down costs and assure customer service by improving process consistency, accuracy and quality.”
According to Frenkel, SupportPoint can typically be implemented in three to six months. The risk as well as the cost associated with this deployment is relatively low when compared to alternative development programs, he added.
Panviva also announced that Stellar, a provider of call center and business process outsourcing solutions, selected the SupportPoint software to be used to assist Stellar’s customer service representatives (CSRs) to manage customer relationships on behalf of one of their major clients, a leading Australian gas and electricity retailer.
Stellar chose SupportPoint to reduce the time CSRs spend searching multiple databases and applications for information, improve customer experience and the efficiency of the service, and reduce errors.
SupportPoint is agent specific. It allows Stellar to analyze how agents are using the system and develop targeted training and coaching programs to close skill gaps, officials said.
“SupportPoint is a navigator for the enterprise desktop, guiding our customer service representatives through policies, procedures and information in real-time,” said Stellar CIO Warwick Marx, in a statement. “It’s helping us to reduce call times, reduce the reliance on time-consuming and costly up-front training and minimize errors, which increases our efficiency.”
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Tim Gray
