In support of British Telecom's (BT) strategy to provide customers with world-class service, Panviva today announced that 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 recognizes 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 minimize costs, we need 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. All too often work orders contain incorrect or missing information due to human error. SupportPoint is pivotal to eliminating these problems,” according to Daryl Szebesta, Director Service Delivery at BT.
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 Szebesta. “SupportPoint exceeded my expectations. Having comprehensive and up-to-date process and procedure information at the point people need it helps us fulfil our strategic goals.”
“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 David Frenkel, CEO of Panviva. “The rapid implementation and high return on investment provided by business process guidance systems makes SupportPoint a very attractive alternative to larger, higher-cost, higher-risk development programs. In a tough economy, BPG provides a low-risk and relatively low-cost way for organizations, like BT, to optimise business processes.”
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