In recent times, Bupa has embarked on a journey to overhaul its knowledge management system. This was the system where front-line consultants sourced information for customer's enquiries. Information within the system was often hard to find and frequently required frontline consultants to reference multiple systems, routinely opening a number of PC windows to equip themselves to handle calls.
Bupa engaged Avanade to help deliver a solution to support a consistent customer experience across customer service, sales, health and benefits. The solution was to provide front-line consultants with real time access to relevant content enabling them to answer enquiries in a timely way, thereby helping customers make the right decisions at the right time. The solution was also to deliver a personalized and compelling experience for all users of the system, tailored to a team member’s specific role. It needed to be able to facilitate re-engineered content driven by customer enquiries and to be a standard, quality business operating framework to support all customer interactions.
Know-it is delivering excellent results to date. Bupa CIO, Peter Powell, assessed the system’s success and found himself amazed by the efficiency of the new system in providing simple and efficient access for frontline teams. Know-it has become an important enabler of serving the current and evolving needs of Bupa’s customers.