Case Study: Rocky Mountain Health Plans reduces misquotes and improves retention with Panviva

Panviva Helps Win the War for Talent

Rocky Mountain Health Plans, a not-for-profit health plan serving more than 229,000 members, was struggling with call center errors, misquotes, information overload, and difficult training and retention in its customer service team. New representatives were taking too long to reach proficiency, while experienced agents relied on memorization and sticky notes because the knowledge base was hard to use.

Panviva implemented its process-driven knowledge management solution to improve how reps found and applied information during calls. With Panviva, Rocky Mountain Health Plans cut onboarding time to two weeks, improved retention by 70%, reduced misquotes by 50%, and increased speed, accuracy, and overall staff productivity.

Rocky Mountain Health Plans

Marci O’Gara

Director, Customer Service