Case Study: Bupa improves call handling and claims processing with Panviva SupportPoint

Bupa - Customer Case Study

Bupa, the UK-based international healthcare company, needed to help customer service advisors and claims staff move from multiple systems to a single desktop without disrupting service. Working in a highly regulated and complex insurance environment, the teams had to quickly find accurate policy and procedural information across documents, intranets, and manuals. Bupa chose Panviva’s SupportPoint to provide real-time application and process guidance for employees.

Panviva implemented SupportPoint with a centralized knowledge management strategy, content standards, and governance to deliver consistent information across call centers, claims processing, and other departments. The results included a 15-second reduction in call handle time during the pilot, a 30-second reduction in average handling times in call centers, improved first-call resolution, 26% lower agent attrition, fewer incomplete claims and rework, stronger compliance, and reduced training needs.

Bupa

Gillian Doolan

Central Knowledge Management Leader