AvMed tackles call center complexity with Upland Panviva

Challenge

Processes didn’t match a complex business.

When AvMed grew to offer a new range of healthcare plans, the existing system couldn’t handle the variation. Panviva’s implementation team helped AvMed organize their processes and set up necessary content. Now, everyone in Member Services is able to cut time spent on busywork and increase their focus on delivering top-notch customer experiences.

“’What did we do before?’ I’ve said so many times, we just couldn’t run our call center without it.” – Peggy Kidd, Quality Assurance Manager for Member Services

Solution

Design a better approach.

Panviva’s team helped the AvMed Member Service Department organize call processes and taught them how to develop content for the system. After training them, Panviva continued to provide personal assistance for years following. Call times are down, along with the time it takes to train new agents. Agents’ ability to access accurate information has slashed service recovery payouts – incurred when incorrect benefits are quoted – and improved staff morale and retention.

Results

Cutting time without cutting quality.

The use of Panviva drove several outcomes for AvMed, including:

• 40% reduction in time required to train new call center agents
• 5-star Medicare rating in customer service after implementing Panviva
• 70% decrease in time required to keep systems updated

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