Solution

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.