Medibank presented with inaugural Customer Excellence Award

Friday, 16 July 2010 05:06

The inaugural Panviva Customer Excellence Award has been awarded to Medibank for achieving superior operational efficiency using the Business Process Guidance solution SupportPoint.

In awarding the prize to Medibank, Panviva considered the great initiative demonstrated in developing content to support business processes. This commitment has ensured frontline employees have access to a single source of knowledge, managed via SupportPoint.

Medibank has been a user of SupportPoint since 2004, deploying it in their Call Centre and Retail Centre outlets to improve the way employees access knowledge and information. During this time Medibank has improved market share, diversified their product mix and taken an increased number of customer calls, whilst improving customer satisfaction.

'It is a great pleasure to be able to recognise the effort and commitment Medibank has demonstrated to achieve superior operational efficiency across their call centres and retail business' said Ted Gannan, Panviva's Founder and VP for Vertical Markets, in presenting the award to Geri Overberg, Medibank's Knowledge Manager, People and Culture.

Medibank Managing Director George Savvides said 'The award is great recognition for Medibank and the Knowledge Management team who have driven the implementation of SupportPoint.'

The award was presented to Medibank at the annual SupportPoint User Conference in Melbourne, Australia on May 20^th, 2010. The event was attended by over 75 delegates representing a cross section of industry organisations. It showcased customer's experiences using Panviva's Business Process Guidance solution to achieve operational efficiency and increased customer satisfaction, in organisations such as Medibank, Foster's, QBuild, and Austar.