Case Study: Unity Health Plans Insurance Corporation improves knowledge access and compliance with Panviva

Panviva Shows Unity Health a Better Way

Unity Health Plans Insurance Corporation, an affiliate of UW Health and Gundersen Health System, serves more than 180,000 members across southwestern Wisconsin. As its health care business grew and regulations changed, the company’s old knowledge system became difficult to search, inconsistent for policy updates, and frustrating for call center staff, creating productivity, retention, and compliance challenges. Unity Health Plans turned to Panviva for a better knowledge management approach.

Panviva implemented a context-based knowledge system with deep search and logical information structure, helping Unity Health Plans quickly pinpoint the exact information employees needed at the moment of customer inquiry. As a result, the organization saw higher employee productivity, faster onboarding, lower training costs, reduced compliance risk, and better customer service. Unity Health Plans also reported that new employees felt confident “out of the gate” because information was so easy to find, and Panviva helped keep staff current on changing regulations.

Unity Health Plans Insurance Corporation

Lori Greubel

Manager, Customer Service