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What is business process guidance?

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Utilities

The Utility Company Challenge

For many utilities, improving the customer experience and finding ways to lower ongoing operational costs are the top organizational priorities of the day.

Information overload - Utilities have so many products, regulations, lines of business, and systems, and all of these change so regularly that it is a huge challenge for CSRs and back office staff to remember all the details required to do their jobs efficiently, accurately and consistently.

 

Inefficiency and inaccuracy - policy, procedure and product information is scattered across multiple repositories including shared drives, intranets, procedure manuals and emails. This gets in the way of time critical activities and leads to employees guessing and making mistakes.

Effect on call centers:

  • Low first call resolution rates
  • Inaccurate and inconsistent responses
  • Staff stress and turnover

 

The Utility Company Solution:

Real-time CSR Guidance

SupportPoint addresses these issues by delivering real-time, actionable guidance in the context of the task that a CSR or outsourced employee is working on and their role within the organization.

SupportPoint provides all the process, policy, procedure, product, and systems help your employees and outsourcers need to get their work done efficiently and consistently. With SupportPoint your employees get it right the first time, every time.

  • Contextually relevant - SupportPoint identifies where every call center employee is in their work and provides the most relevant guidance for their role and the task they are working on when they need assistance.
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  • Optimized for real-time support - Unlike intranets SupportPoint is purpose-built for guidance through complex utilities policies, procedures and systems: No hard to find, extraneous or out-of-date information; just consistent, clear and actionable step-by-step guidance presented in a way that supports the task at hand.
Business process guidance case study on Eraring Energy
  • Implemented by the business, not IT - Unlike BPM systems that add a layer of automation or workflow on top of existing systems, SupportPoint makes your employees more effective in using the systems you already have. SupportPoint requires only a fraction of the IT resources, and typical implementation periods of only 3 months with payback periods of 3-6 months.
  • Expertise - The Panviva Professional Services team are the experts in gathering, consolidating, and communicating the policies and procedures that employees must adhere to.