Telecommunications products change regularly and the processes for ordering and provisioning them are extremely complex. There are many policies, procedures and systems that order entry and order management personnel need to come to grips with. Sales representatives and support staff are often thrown on the job with minimal system and product training. They struggle to keep up with the never-ending introduction of new products and constant changes to existing products. As a result, orders are entered either incompletely or incorrectly. Data entry errors and process delays drive much of the high level of dirty orders, provisioning issues and billing problems that telecommunications companies experience.

When the tickets of work that request these services are delayed or rejected, it means customer dissatisfaction, lost sales, billing delays and enormous inefficiencies within order management as it tries to get these dirty orders back on track.

Panviva’s Business Process Guidance (BPG) system, SupportPoint, is like a GPS for the desktop. It identifies the employee’s role and delivers the right information to each individual.

SupportPoint recognizes where your front and back office personnel are in a process (which application screens they have open), then guides them step-by-step to the desired outcome for each business process. Employees no longer need to be trained in every aspect of new business systems, because the information about how to perform the work is always at hand.