Australia Based ICF Picks Panviva to Support Call Center Agents

ICF Pty Ltd, Australian based insurance broker and warranty service provider, has adapted Panviva’s SupportPoint to improve the efficiency of its warranty services call centers and enhance the call experience for customers and staff.

The officials at ICF said that the new deployment will allow them to handle approximately 35,000 warranty calls per month spread across different locations in the world. ICF is headquartered in Sydney and has offices nationwide in Adelaide, Brisbane, Melbourne and Perth. In New Zealand, the company is located in Auckland, Christchurch and Rangiora. The firm also has an international presence in Ireland, Malaysia, Singapore and Slovenia.

Jack Wang, ICF Business Analyst and SupportPoint Project Manager said that their team leaders were doing a fabulous job handling the customer calls despite the difficulties but the information management problem needed to be solved at the root.

So the company went ahead with a formal selection process in which they placed top priority on instant search results, a very user-friendly interface, and ease of keeping content up to date and trustworthy and Panviva’s SupportPoint was the winner.

“We also selected Panviva because the company understood that knowledge management challenges can’t be solved by products alone. They worked with us to document our business processes and procedures and our warranty and provider information so that we could make all of it quickly and easily accessible and useable by our agents. We’re giving our staff the tools they need to do their job and our people love it,” Wang added.

ICF can take advantage of SupportPoint, which is a unique online technology that helps call center agents handle the customer calls in a better way, providing them with step-by-step instructions and presenting relevant product and procedural information at the right time.

“The challenge of information complexity in the call centre has been a significant impediment for many companies. As the sheer volumes of information rise, call handling times and customer satisfaction inevitably decline,” commented Ted Gannan, CEO and co-founder of Panviva. “that’s why – among our thousands of users worldwide – SupportPoint is viewed as a ‘must-have’ application for its ability to simplify call centre information while lowering costs and promoting business growth.”

Edited by Jennifer Russell