Networking and IT Managed Services Provider to Extend Successful SupportPoint Deployment from the Call Centre to Service Delivery
Wakefield, MA – February 24, 2011 – Panviva Inc, the leader in business process guidance (BPG) solutions, today announced that Colt is expanding its usage of Panviva’s SupportPoint ® solution. Initially deployed to improve call centre efficiency and accuracy, SupportPoint will now be used as a tool for delivering critical work instructions and guidance in other areas of Colt’s business.
Colt is Europe’s leading information delivery platform, delivering integrated networking and IT managed services to business customers. Colt operates a pan-European network and data centres and aims to improve Colt’s customer experience by applying an ITIL-based framework across the integration of Colt’s network and managed services operations, Technology and IT experts. The company deployed SupportPoint originally to optimise their multilingual Shared Service Centre operations, where both customer-facing staff and technical experts required fast access to accurate information in a highly-complex environment. SupportPoint has enabled Colt to standardise on sets of best-practice work instructions with relevant content for each type of task, and provide that as real-time, on-the-job guidance according to each person’s role. A central business process team at Colt operates as a shared service to the business units, defining new instructions and developing and maintaining content as new roles are added.
Russ Auty, Business Process Specialist at Colt, explained; “SupportPoint has made a significant impact in customer service operations and our team loves it.” He continued, “We are now looking to use SupportPoint as our base tool for delivering high-priority work instructions and guidance in other areas of the business. We have a large team within Colt that is responsible for delivering our solutions to the customers’ premises. Their work involves very complex technical instructions. Using SupportPoint, to provide tested, identical instructions to every member of the team, we can ensure that the work our people are doing is accurate and consistent, no matter where they are doing it, and that we keep on delivering best-in-class customer experience.”
“SupportPoint is the ideal solution for companies that need to manage complex, highly- technical information and work processes in business-critical environments,” according to Stephen Pappas, VP global sales and alliances at Panviva. “Provisioning new network services is expensive and exacting work, where errors and rework drive costs up and customer satisfaction down. SupportPoint enables companies to standardise on one way to perform each step in these exacting delivery processes, and to ensure that projects are accurate and in compliance. The results are faster time to market, at lower cost, with SLAs met and exceeded.”
Panviva is the pioneer and leading provider of business process guidance (BPG) solutions. Our solutions enable organizations to capture and package the best practices of their top performers in both customer-facing and back-office operations. The company's product, SupportPoint, guides users step-by-step through policies, procedures, and product information in real time, empowering staff and engendering an environment of continuous improvement. The results are transformational: dramatic and continuous cost, error, and risk reductions; greatly improved customer satisfaction, and elevated employee engagement and loyalty. Panviva's customers significantly outperform their competition and achieve better financial performance. Among those customers are British Telecom (BT), HP, Bupa, Caterpillar, National Australia Bank, AvMed, and Health New England. For further information, visit www.panviva.com.
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Colt is the leading information delivery platform for European business, enabling its customers to share process and store their vital business information. An established leader in delivering integrated networking and IT managed services to major organisations, midsized businesses and wholesale customers, Colt operates a 19-countries, 25,000 km network that includes metropolitan area networks in 34 major European cities with direct fibre connections into 17,000 buildings and 19 Colt data centres, whilst services reach via partners covers all European countries and targeted destinations worldwide. In 2010, the Colt Data Centre Services business was launched to deliver innovative modular data centres which are high quality, rapid to deploy and power efficient.
Colt is listed on the London Stock Exchange (COLT). Information about Colt and its services can be found at www.colt.net.