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BCNEPA Selects Panviva's SupportPoint for Call Center

May 28, 2009

Blue Cross of Northeastern Pennsylvania has selected Panviva’s SupportPoint Business Process Guidance system for deployment within the insurer’s Member Services call center.
 
Blue Cross of northeastern Pennsylvania, an independent licensee of the Blue Cross and Blue Shield Association, offers a comprehensive portfolio of health insurance products and administrative services to approximately 600,000 individuals in 13 counties in northeastern and north central Pennsylvania.
 
“One of BCNEPA’s priorities is to provide complete and accurate answers to our member’s inquiries in the most effective and efficient manner possible,” said Ed Fennell, vice president of member advocacy, BCNEPA.
 
Fennell said that implementing Panviva’s SupportPoint system will enable representatives to access the required information quickly.
 
“We also believe that SupportPoint will help us to improve customer loyalty by enabling us to resolve issues with that first phone call,” he said.
 
Panviva officials said that SupportPoint acts like a GPS for processes and procedures. It recognizes the role of the CSR (News - Alert), where they are in a process and where they need to get to. Officials said that the system then provides CSRs with step-by-step guidance through each call, assuring improved adherence to policies and procedures while offering members an improved customer experience.
 
“The healthcare industry is facing the challenge of delivering better quality care and making it more affordable for members,” said David Frenkel, CEO of Panviva.
 
Frenkel said that BCNEPA recognizes that improving operational efficiency is one of the best ways to meet this challenge. With SupportPoint, BCNEPA has selected a fast, low-cost way to simultaneously lower operating costs while enhancing customer service, he added.
 
Panviva is the developer of SupportPoint, the Business Process Guidance (BPG) system. Over 200,000 users across 37 countries in 18 languages rely on SupportPoint to guide them through complex processes and policies in real-time.
 
In April, Panviva announced that Stellar, a global provider of call center and business process outsourcing solutions, will implement its SupportPoint Business Process Guidance software in Australia.
 
The software will specifically be used to assist Stellar customer service representatives to manage customer relationships on behalf of one of their major clients, an Australian gas and electricity retailer.
 

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Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.

Edited by Michael Dinan

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