BUPA SWITCHES ON WEB SALES WITH e-POINT CRM Friday 29 June 2001 PDF Print Britain's largest private health and care organisation, BUPA, has gone on-line for Web-based sales with e-CRM from Point Information Systems. The healthcare company - already using Point's system for telephone and other contact - has added an Internet channel using the company's e-point product. Now customers and prospects can sign up, request quotes and serve themselves over the Web, while independent advisors and BUPA field staff get secure, Web-based remote access. "Now, no matter what channel customers use to connect with BUPA they get the same look and feel, and the same experience. That's what real customer relationship management is all about," explains Iain Roy, BUPA's senior project manager. "Whether someone comes in over the Web, makes a telephone call or meets a healthcare advisor in their own home they will see the same information and get the same quality of service." The new Web service is for BUPA Heartbeat, the pioneering personal health plan that puts as much emphasis on keeping people well as helping when they are ill. Customers often switch channels while applying for the scheme, perhaps starting on the Web, continuing later by phone, then concluding face-to-face. "With something as important as healthcare people like time to think and maybe talk it over," says Roy. "Point's system means there's a seamless handover that lets customers pick up exactly where they left off. They don't waste time going over old ground and they are conscious of dealing with an organisation that cares." Key to this seamless operation is the way e-point integrates with BUPA's back office systems. Previously giving call centre staff a common window onto multiple legacy systems, it now also works the same way for Internet customers and for more than 500 remote advisors and field sales people. The same information and business processes are available, selectively, to each channel. "As part of our product evaluation process, Point told us that adding a Web channel to the existing CRM system would be easy, so we asked them to prove it," says Roy. "They started work on a Monday and by Friday they had a basic Web capability up and running based on our existing implementation and processes." Last month BUPA and Point won best large scale CRM implementation award from the Customer Technology Association for what was described by the judges as 'a text book example of CRM in support of strategic business objectives'. Founded in 1989, Point Information Systems is a leading global provider of e-CRM solutions. Point's advanced product suite, e-point, uniquely enables companies and their partners to interact with their customers and prospects across any stage of the customer lifecycle and over any assisted or unassisted channel via any interaction media. Its broad marketing and sales functionality includes customer acquisition, retention and up/cross selling. It also helps companies get their products to market faster. Deployed in 19 languages in 36 countries, Point's products are used by mid-to-large sized organisations and multinational companies, including Allianz Group, Brann, BUPA, Commonwealth Bank of Australia, Dah Sing Bank, Deutsche Bank, Liberty Mutual, Maybank, MetLife, Newton Fund Managers, Overseas Union Bank, Verizon Communications, Virgin Mobile, and many others worldwide. Point has offices in the UK and rest of Europe, the US and the Asia Pacific Region. - ENDS - For more information: Beverley Mayle, Point Phone: +44 1753 748037 Email: email@example.com Web: http://www.pointinfo.com Geoff Twibell Sage Partnership Phone: +44 1189 344007 Email: firstname.lastname@example.org This press release was distributed by ResponseSource Press Release Wire on behalf of The Sage Partnership in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.