Panviva today announced that Blue Cross of Northeastern Pennsylvania (BCNEPA) has selected Panviva's SupportPoint Business Process Guidance (BPG) system for deployment within the insurer's Member Services call centre.
Incoming calls can involve a vast array of issues, BCNEPA's Customer Service Representatives (CSRs) need access to several information sources to effectively consult with members and provide answers to their questions. This can lead to longer than desired call times, impacting both members and CSRs alike.
SupportPoint acts like a GPS for processes and procedures. It recognises the role of the CSR, where they are in a process and where they need to get to. 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.
“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,” says Ed Fennell, BCNEPA's Vice President of Member Advocacy. “Implementing Panviva's SupportPoint system will enable our 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.”
“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. “BCNEPA recognises 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.”
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