Challenge

Too many systems.

In the call center at Bupa, advisors had to deal with multiple systems and interfaces, not to mention ever-changing insurance products and policies. After implementing Panviva, Bupa did away with complex information systems in favor of a standard approach to content development and management, as well as a central knowledge base.

“Every time we run training on the system, someone says, I wish we’d had this ten years ago.” – Gillian Doolan

Solution

Consolidate and centralize.

Experts from Panviva were brought in to define a sustainable information management strategy and structure for content. Bupa established a knowledge management team that was trained by the experts on everything needed for development and maintaining content. With Panviva, Bupa has centralized processes, policies, and procedures, eliminated the extra drives and development efforts, and standardized structures and templates.

Results

Inconsistency is a thing of the past.

The use of Panviva drove several outcomes for Bupa, including:

• 26% reduction in agent attrition
• 15-second improvement in call handle time
• More claims handled by frontline staff alone

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