Case Study: Health Plan of San Mateo achieves faster reporting, better call visibility and improved member service with Avaya

Health Plan of San Mateo Strengthens Member Service Via Improved Reporting & Call Visibility

Health Plan of San Mateo (HPSM) is a public health plan serving about 145,000 mostly underserved members, handling roughly 2,000 member calls per week under strict federal mandates (answer 80% of calls within 30 seconds and maintain low abandonment) and in five languages. Rapid growth and a move to a new facility exposed an aging, cumbersome contact center and reporting system that hampered compliance, visibility and business continuity.

HPSM partnered with Avaya (implemented by VOX Network Solutions) to virtualize infrastructure, deploy Avaya Aura contact-center tools and SIP trunking, and enable skills-based language routing. The new solution delivered real-time dashboards, automated reporting (cutting weekly report time from half a day to about five minutes and saving ~200 staff hours annually), improved response and callback times, greater reliability, and simpler management.

HealthPlan of San Mateo

Jeff Buck

IT Operations Manager