HBF Health Insurance Selects Panviva to Enhance Member Facing Operations

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Leading health insurer chooses SupportPoint to put customers first.

We believe that SupportPoint will enable shorter handling times, reduce the time to train staff and increase our first contact resolution rates.

Panviva Pty. Inc. is pleased to announce today that HBF, which has supported the health and wellbeing of Western Australians for 70 years, has selected SupportPoint to optimise the efficiency of its call center and branch network, enhancing service for its members, providing support for staff, and lowering operational costs.

HBF, like other health insurers globally, has experienced increasing complexity in the sources and volumes of information required to support member queries. Staff often must look in multiple places in order to find the information, to answer those questions correctly. This can result in a member experience with room for improvement and lead to frustration for staff. SupportPoint is a unique, online technology that guides representatives through every type of query providing them with step-by-step instructions and presenting relevant product and procedural information at precisely the moment of need.

According to Guy Sanders, General Manager – Distribution “We had seen several demonstrations of SupportPoint and were aware of its growing use in health insurance call centers globally to support customer service representatives. That gave us confidence. We looked at other solutions, but none of them provided the guidance or the immediate access to answers that we needed. We believe that SupportPoint will significantly reduce the complexity of our information environment, enabling shorter handling times, reduced time to train staff and higher first point of resolution rates. Those add up to lowered costs, and higher levels of service for our members.”

“HBF’s vision for its community includes excellence not only in care, but also in services,” commented Ted Gannan, CEO and Co-Founder of Panviva. “In choosing SupportPoint, they are taking a very pragmatic approach to improving their frontline operations - enhancing the member experience very quickly while lowering costs. This is a very smart move, and one that more and more Panviva health insurer customers worldwide are making in these times of global economic caution and increasing pressure on bottom lines.”

About HBF Health Insurance

With more than 900,000 members we have been supporting the health and wellbeing of Western Australians for 70 years.

Our focus on members has made us one of Western Australia's most highly-regarded organisations. This focus has resulted in excellent services and low premium increases. In 2009/10 HBF Health paid out $876 million in health claims or over $3.4 million claims each working day.

Our vision is to lead the way in improving the health and wellbeing of everyone in the West Australian community. For more information, visit http://www.HBF.com.au.

About Panviva

Panviva is the pioneer and leading provider of business process guidance (BPG) solutions. Our unique methodology and 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 Bupa, Medibank Private, Gundersen Lutheran, AvMed, Health New England, British Telecom (BT), HP, National Australia Bank, Westpac, Foxtel, Austar, and VicRoads. For further information, visit http://www.panviva.com.
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Linda Wilson
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