Resources

What is business process guidance?

Contact Us

USA
+1 (781) 716 9000

Australia
+61 (0) 3 9882 0555

United Kingdom
+44 (0) 1757 638 195

Benelux
+31 (0) 76 521 1545

South Africa
+27 (0) 11 485 4856

Case Studies

 

cs_stellarsmall

Stellar
SupportPoint is helping Stellar reduce call times, reduce reliance on time-consuming and costly up-front training and minimize errors to greatly increase their efficiency. 
 BT Case Study

British Telecom
SupportPoint has greatly simplified the order taking process at BT. This has resulted in a reduction of eror rates, reduced training and costs, and most importantly, improved customer service and substantial cost savings benefiting the bottom line. 

 

PHI Case Study

Private Healthcare Insurer
SupportPoint has achieved impressive results in the call center of this public healthcare insurer. Average handling time has been reduced, training requirements minimised, agent attrition reduced and first call resolution rates have been increased.

 
Panviva SupportPoint at Eraring Energy

Eraring Energy
SupportPoint improves operational effectiveness at Eraring by helping employees use systems and apply processes correctly. This ensures higher returns on investment in new systems, greater compliance with policies and procedures, and less rework resulting from confusion about how work is supposed to be done.

 
Panviva Austar case study

AUSTAR
AUSTAR employs over 800 people and serves over a half-million subscribers. It has invested over $1 billion to establish its technology platforms and a state-of-the-art customer service center. However, frontline staff were still struggling to keep current on product and service information. After deploying SupportPoint, AUSTAR acheived: 20% increase in first call resolution, 50% reduction in induction training time, 40% reduction in agent failure during probation, and other benefits.
Panviva HP case study

HP
Hewlett-Packard (HP) is the world's largest business and consumer technology company with operations in more than 170 countries. It has over 100,000 users of SupportPoint across many functional areas. This case study focuses on how HP used SupportPoint to speed user acceptance and adoption of new sales tools. key benefits include: saved millions of dollars in documentation and content creation costs, reduced training time for Seibel by 75%, and increased sales productivity.