Case Study: Health New England achieves 20% growth without increasing costs with Panviva

Panviva Helps Increase Growth Without Increasing Costs

Health New England, a managed care organization in Springfield, MA, needed a way to support rapid growth without adding significant cost or staff. With the launch of Medicare and Medicaid plans, the contact center faced more complex benefit plans, regulatory requirements, and SLAs, while CSR training times increased and key service metrics began to decline. Panviva was selected to help solve the organization’s information management challenges and support in-call access to procedures, rules, and guidelines.

Panviva implemented its information management solution to centralize knowledge and simplify how agents found answers during calls. The results were strong: HNE grew 20% in two years while reducing CSR headcount by 8%, cut training from three trainers over 20 days to one trainer over 14 days, and improved performance metrics including 90% of calls answered within 30 seconds, average speed to answer of 10 seconds, and abandon rates down to 1.5%. Panviva also helped HNE improve employee engagement, accuracy, and completeness scores, while meeting or exceeding all SLAs and achieving a 5-Star Medicare Advantage rating.

Health New England