Case Study: AvMed Health Plans achieves Medicare 5‑Star Customer Service and major cost and efficiency gains with NICE Systems' SupportPoint

AvMed Health Plans - Customer Case Study

AvMed, a Florida health insurer with more than 40 years’ history, grew from a simple HMO into a complex portfolio of Medicare, employer, self‑funded and consumer plans. That growth overwhelmed its legacy reference system: agents struggled to find accurate answers quickly, talk and handle times rose, updates were slow and error‑prone, and service recovery costs and accuracy problems increased.

AvMed deployed Panviva’s SupportPoint to give agents step‑by‑step, moment‑of‑need guidance and fast links to multiple systems, with easy content updates and hands‑on implementation support. The result: Medicare Customer Service went from 4 to 5 stars, training time fell by about 40%, time to update content dropped ~70%, talk/handle times and service recovery payouts declined, customer satisfaction and staff morale rose, turnover fell, and the company realized significant cost savings.

AvMed Health Plans

Peggy Kidd

Quality Assurance Manager