Case Study: Allegeant (TPA) achieves 55% provider call resolution and $50K annual savings with VBASoftware's VBAVoice

How One TPA Successfully Resolved More Than Half of Their Provider Calls Using VBAVoice

Allegeant, a third‑party administrator and employee benefits consulting firm that works with roughly 30,000 provider entities, faced rising challenges staffing and training call center representatives and needed an IVR to extend service outside normal hours and offload routine provider inquiries. They selected VBASoftware’s VBAVoice to align with their existing VBA claims platform and provide an immediately available self‑service option.

Implemented in 2020 and integrated with VBASoftware (and VBAGateway), VBAVoice provides 24/7 eligibility, benefits and claims access, routes provider calls through the IVR, and frees agents to handle complex issues. The VBASoftware solution handles 79% of provider calls without redirection, completely resolves 55% of calls, and delivers an estimated $50,000 in annual savings by deflecting over half of all calls.

Allegeant

Karen Ramires

Vice President of TPA Operations