Case Study: Bupa achieves faster, more accurate frontline support with Avanade's Know-it knowledge portal

Avanade supports Bupa’s frontline consultants with intuitive knowledge management solution

Bupa, a health insurer serving around four million Australians, needed to improve the experience its frontline consultants delivered in call centres and retail outlets. Its existing knowledge system was fragmented and hard to search, forcing staff to consult multiple windows and slowing responses to customer enquiries; Bupa therefore sought a single, trusted hub of best-practice information to support timely, consistent interactions.

Avanade built Know-it, a Sitecore-based, Microsoft-platform knowledge portal with role‑based personalization, a metadata-driven information architecture, powerful search and reporting, and change-management support to drive adoption. The solution delivered real-time, easily findable, accurate content and clear governance, boosting frontline efficiency, reducing training time and improving the consistency and quality of customer service.

Bupa

Gael Filippini

Director of Customer Service