Case Study: AvMed Improves Customer Service and Training Efficiency with Panviva

Panviva Helps Tackle Growth and Change in Plans

AvMed, a Florida health insurer serving employers and individual members, faced growing complexity as it expanded beyond its original HMO offerings into multiple plan types with different rules, riders, deductions, and exceptions. Its homegrown call center system could no longer keep up, leaving agents unable to find answers quickly, training difficult, and service quality under pressure. AvMed turned to Panviva for a more flexible knowledge and process guidance solution.

Panviva helped AvMed organize call processes, deliver fast-access reference information, and provide a system that could be updated quickly as plans changed. The results included about a 40% reduction in training time, a 70% decrease in time spent updating content, lower talk times, fewer benefit-quoting errors, and improved morale and productivity. Panviva also helped AvMed improve customer outcomes, including a move from a 4-star to a 5-star Medicare customer service rating and a 5-point increase in commercial customer service scores.

AvMed

Peggy Kidd

Quality Assurance Manager