LONDON, UNITED KINGDOM — (Marketwired) — 01/22/15 — Amid financial and operational challenges in the health insurance industry, Health Plans has thrived by investing in contact center talent and technology to deliver a premium member experience. As a result, AvMed has expanded business, improved agent productivity, reduced costs and won numerous member satisfaction awards. These findings are reported in customer engagement technologies research from Inc., a global marketing research and advisory firm. The new study includes an assessment of Panviva , the software at the center of AvMed–s contact center modernization. Download the report .
AvMed Health Plans serves 300,000 Floridians with a statewide network of physicians and hospitals and full-range of commercial, individual, government health insurance supplements, and other health plans. The company operated only in South Florida and had fewer than six products when founded more than 40 years ago. With growth came complexity. Member service representatives in two call centers needed to know more and respond to more calls. New health care laws added to the challenge. Legacy call center systems and processes were no longer effective. Performance declined.
AvMed wanted a solution that would quickly access and deliver accurate information from multiple systems to agents in two contact centers, be easy to update, and adapt to future needs. Maintaining the system without IT support was a critical requirement. AvMed evaluated multiple options, including internal solutions, Microsoft SharePoint, and SupportPoint.
SupportPoint was implemented four years ago. “We saw immediate benefits. Agent talk times went down significantly, errors were virtually eliminated and staff turnover decreased significantly. The SupportPoint product has become part of our everyday life. We could not run our call centers without it,” said Joyce Krajnovich, Director of Service – Member Service, AvMed Health Plans. AvMed has since moved to SupportPoint Cloud for added flexibility, scalability and lower ongoing ownership costs.
ranked AvMed highest in member satisfaction among Florida health plans in 2014 for the third consecutive year. The company attained the highest regional score in a tie. Moreover, AvMed was recognized as a 2014 J.D. Power , making it one of just 50 companies to earn this distinction. J.D. Power 2014 Customer Champions must excel within their own industry and stand out among leading brands across numerous industries.
Demand Metric asks end users to evaluate vendor software and services on a scale where 1 is Poor and 10 is Excellent. Customers provide context for their rating which Demand Metric factors into the overall assessment. Panviva SupportPoint Cloud received a customer rating of 10 out of 10 in all four categories: Product/Service Quality; Installation/Integration; Training/Support; and, Ongoing Support/Maintenance.
“Customer service challenges faced by AvMed, a top health plan in the United States, are encountered by private health insurance companies in the UK and EU. The business improvements SupportPoint Cloud enabled at AvMed are consistent with benefits experienced by health insurers here and in the US,” said , Sales Director, EMEA.
Contact center metrics(1) aggregated from multiple health plans and integrated healthcare systems using Panviva SupportPoint Cloud include:
50% increase in claims handling capacity
25% average reduction in call handling times
90% faster content search times
80% error rate reduction
60% reduction in agent training times
33% reduction in agent time to competence
(1) Source: Panviva customer data
Panviva SupportPoint Cloud software provides users with workflow navigation and instant access to the exact information, applications, and communication they need all in one place and accessed through a simple interface. The cloud-based solution is a fully-managed, subscription-based service for rapid implementation at lower cost. Innovative customers in banking, business process outsourcing, healthcare, insurance, and other information intensive industries use SupportPoint Cloud to optimize business performance. There are more than 190,000 SupportPoint Cloud users in 40 countries.
Panviva European headquarters are in London. Visit to learn more. Follow us on Twitter and on .
Peter Sutton
Sales Director, EMEA
Panviva
+44 2032903058
Chas Kielt
Corporate Communications
On Demand Marketing and Influencer Re
617.833.3649
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