BUPA Chooses Pegasystems for Customer Management

BUPA, the leading European private healthcare firm, has selected Pegasystems to supply an automated customer management system to help it respond more efficiently to customers.

The new system is intended to help BUPA better manage complaints and support help manage customer loyalty.

Pegasystems’ rules-driven customer service and process automation software is intended to help BUPA deliver personalised and differentiated customer care and process management over the web and through call centres.

The customer management system will extract information from BUPA’s existing databases and legacy systems to help create a real-time, single view of customers. The system will also allow BUPA’s own best business practices to be configured into the software.

Peter Powell, head of Business Systems, BUPA, commented, "Our call-centre operates a number of disparate systems, using a variety of technologies. Pegasystems has now provided us with the opportunity to bring these systems together."

Keith Hawker, vice president North American Sales, Pegasystems, added: "Using Pegasystems, BUPA is well positioned to help provide consistent and personalised customer service across the enterprise. The solution will help enable BUPA to improve cost management and client retention."