Gundersen Lutheran Selects Panviva

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Top Ranking US Health System Chooses SupportPoint to Enhance Call Center Operations for its Health Plan and Enable Business Growth

Panviva has a great future in the health care industry. It provides the unique capabilities we need to enhance the call center experience for our customers and to grow our business.

Panviva Inc. is pleased to announce that Gundersen Lutheran Health System has selected the Panviva solution to optimize the delivery of call center services to members of its health plan, thereby enabling the growth and diversification of its product lines. Gundersen Lutheran Health System, which owns its own health plan, is one of the top-ranked health organizations in the US, and Panviva is the leading provider of Business Process Guidance systems.

With the increasing complexity and expansion of health insurance benefit plans and the accompanying volumes of data, finding answers quickly for customers calling with questions has become ever more difficult. Call center staff in the health care and insurance industries are frustrated with the difficulties of having to sort through vast amounts of information, and managers are concerned about the potential impact on customers and on business growth.

According to Karla Lord, Director of Business Operations at Gundersen Lutheran Health Plan, “Gundersen Lutheran Health System has a commitment to excellence in the delivery of all services to its patients and members of its health insurance plan, and also to innovation as a means to service excellence. We had been actively seeking a solution to our challenge of managing large amounts of information for some time. Despite the many vendors delivering products for health care, none had a solution that effectively addressed the issue of our call center staff getting to information that was needed at a moment’s notice. We were introduced to Panviva’s SupportPoint product by another health system at a time when we were experiencing significant growth, especially in our self-funded plans which are uniquely customized. When we met Panviva, we quickly became confident that we finally had the solution to a growing problem.”

Panviva’s SupportPoint is a unique technology that helps call center reps navigate through customer calls, providing them with online step-by-step instructions that present only relevant information about members, benefits, policies and procedures at precisely the moment of need. Among the results are lowered call handling times, answers that are accurate and consistent, increased FCR rates and customer satisfaction, and lower operational costs.

Click here to view a brief demo of SupportPoint at work in the call center.

“The challenge of information complexity in the call center, especially in health insurance, has been a significant impediment to business growth. As the sheer volumes of information rise, call handling times and customer satisfaction inevitably decline,” commented Stephen Pappas, VP Global Sales and Alliances at Panviva. “Among our thousands of users worldwide, SupportPoint is viewed as a ‘must-have’ application for its ability to improve the customer and employee experience by orders of magnitude while lowering costs and promoting business growth.”

“We are confident that the Panviva solution will enable us to maintain our high standards of service excellence,“ stated Gundersen Lutheran Health Plan’s Ms. Lord. “Panviva has a great future in the industry. It provides the unique capabilities we need to enhance our customer experience and to grow our business.”

About Gundersen Lutheran Health System
Headquartered in La Crosse, Wis., Gundersen Lutheran Health System owns their own health insurance plan and has hospitals and clinics throughout western Wisconsin, southeastern Minnesota and northeastern Iowa providing emergency, specialty and primary care services. As one of the nation's largest multi-specialty group medical practices, Gundersen Lutheran is comprised of more than 700 medical, dental and associate staff, and supported by a staff of more than 5,500. The Health System has been consistently ranked in the upper 5% of hospitals in the country. To find the latest news releases, go to

About Panviva
Panviva is the pioneer and leading provider of business process guidance (BPG) solutions. Our unique methodology and advanced software enable customer service organizations to cope with the complexity inherent in their environment. The company's product, SupportPoint, guides users step-by-step through processes, procedures and product information in real time, engendering continuous improvement. The results are transformational: dramatic and continuous cost, error, and risk reductions; greatly improved customer satisfaction, and elevated employee engagement and loyalty. Panviva's customers significantly outperform their competition and achieve better financial performance. Among those customers are Health New England, AvMed, Bupa, Medibank Private, Bupa International, British Telecom (BT), HP, National Australia Bank, Foxtel, Austar, and VicRoads. For further information visit

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Linda Wilson