News : Bold Cloud Move Lifts Panviva Business Performance; Company Drops On-Premise Software, Picks Up Customers in the Cloud
Burlington, Mass. March 23, 2015 - Panviva, a provider of business process guidance software used for customer relationship management (CRM) and training and development, made a winning bet on the cloud last year. Effective July 1, 2014, the start of the company’s Fiscal Year 2015 (FY 2015), Panviva stopped selling on-premise software and channeled all resources into SupportPoint Cloud. The first six months of FY 2015 validated the strategy. Panviva’s US customer base increased by 13 percent. Net new customers in North America include major health plans and one of the top banks in the United States1. Existing customers purchased additional SupportPoint Cloud licenses for growing contact centers and expansion into new operational areas. 15,000 new SupportPoint Cloud users were added in the first two quarters of FY 2015. An additional 22,000 users will come online by the close of the fiscal year on June 30.
Health Alliance Medical Plans moved to Panviva SupportPoint Cloud for more efficient enterprise-wide deployment. "Panviva SupportPoint was instrumental in helping us expand into two new states, introduce multiple new products, and deliver customer service. Business process guidance was transformational," said Angela Beitelman, Director of Commercial and Quality Service at Health Alliance Medical Plans. "Providing information quickly is essential to member acquisition, satisfaction and retention. SupportPoint Cloud quickly puts accurate, complete information at our agents’ immediate access. Panviva’s flexible cloud platform will enable us to quickly and cost-effectively bring the benefits of a single source of information and information sharing to other operational and clinical areas critical to our business."
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"Cloud gives Panviva the ability to deliver incremental new features on a rolling basis, making obsolete the point release software development model. This allows us to respond quickly to changing market requirements and assures that customers always have the current version of SupportPoint. In other words, SupportPoint Cloud is future-proof," said Stephen Pappas, Senior Vice President and General Manager, North America.
Panviva extended existing cloud partnerships and formed new ones in 2014. These included partnerships with Verizon Terremark for cloud infrastructure and MuleSoft for cloud integration with enterprise applications. Panviva and EPIC Connections formed a strategic relationship. SupportPoint Cloud is a component of the EPIC Managed Services Technology Suite, a complete contact center in the cloud. Technology from inContact and Intradiem are also part of the offering. Panviva is actively discussing technology and marketing partnerships with multi-channel customer experience and contact center solution leaders.
1 By total assets as reported by SNL Financial on September 11, 2014.
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About Panviva, Inc.:
Panviva offers Business Process Guidance software that helps guide users, step-by-step, through their procedures in real time. The benefits are shorter training time, greater policy and procedure adherence, accuracy and consistency together with overall lower costs and improved productivity. Panviva's SupportPoint helps many companies around the globe increase revenue and drive higher Operating Income numbers, like HP, Catepillar, Fosters, British Telecom, BUPA and more
Published: Monday, March 23, 2015
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