Case Study: Community Health Plan of Washington Improves Information Access and Team Morale with Panviva

It Pays to Never Give Up When It’s Something You Need

Community Health Plan of Washington needed to replace an outdated, cumbersome customer service database that lacked effective search and could not keep pace with a growing team of more than 65 users. Over several years, the organization evaluated alternatives, but budget constraints, executive priorities, and existing investment hurdles delayed adoption of the Panviva system.

Panviva ultimately provided a centralized knowledge management and contextual search solution tailored to Community Health Plan of Washington’s budget and needs. After launch in April 2016, the team saw faster access to accurate information, more consistent messaging, improved department organization, and better morale; the organization also continued expanding the system with additional content and subject matter experts.

Community Health Plan of Washington

Debbie McPherson

Director, Customer Service