Health New England Selects Panviva to Support Growth Initiatives

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Health Insurer Chooses SupportPoint Business Process Guidance System to Optimize Call Center Operations

With Supportpoint we look to increase our First Call Resolution rates, reduce our Average Handling Times and provide our customers with the best possible experience. Renee Wroth, Director of Service Operations, Health New England

Panviva Inc., today announced that Health New England, a managed care organization serving western Massachusetts, has selected Panviva’s SupportPoint to optimize the efficiency of their call center operations and maintain their high levels of customer service while expanding and diversifying product offerings.

Health New England (HNE), like other health insurers, has found that business is becoming ever more complex, with expanding numbers of benefit plans, new regulatory requirements, stricter Service Level Agreements, and business demands to enter new markets. The challenges of keeping information sources and customer service reps up-to-date so they can provide correct, timely answers to customers have become increasingly complex and costly. They needed a solution that could simplify the call center environment without breaking the bank and with no compromise to the experience of their customers.

“We are experiencing unprecedented growth and change,” according to Renee Wroth, Health New England’s Director of Service Operations. “It’s critically important for us to meet the accompanying challenges head on, in ways that will benefit our customers and our business. Health New England is teaming with Panviva because of their deep expertise in information management and because they are the developers of the SupportPoint Business Process Guidance solution, which provides unique, real-time knowledge management. “SupportPoint solves the call center complexity problem by guiding representatives through every customer call step-by- step, providing just the information, procedures and policies necessary to complete the process correctly. Said Wroth, “We look to increase our First Call Resolution rates, reduce our Average Handling Times and provide our customers with the best possible experience.”

Stephen Pappas, Vice President Global Sales at Panviva, commented on the decision, “Health New England is a smart, forward-thinking business. They understood that adding more complexity to their situation wouldn’t help. So they went in search of inexpensive, non-invasive tools for real-time information management that included documented processes and procedures, a self-maintainable knowledge base, and a system for pushing just the right information to their reps at the moment of need. All of our customers would agree that HNE has made a wise business choice!”

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

About Health New England

Health New England is a managed care organization serving western Massachusetts since 1985. Because of its commitment to accountable, personal service, more than 100,000 members and 5,000 employers select HNE as their choice for health care coverage, administrative services and programs.

HNE employs more than 240 associates at its main offices in Springfield and in its Berkshire County office in Pittsfield. HNE's service area covers Franklin, Berkshire, Hampden, Hampshire and parts of Worcester counties in Massachusetts. HNE has been ranked among the top health insurance plans in the United States by independent surveys.

About Panviva

Panviva is the developer of SupportPoint, the world’s leading Business Process Guidance system (a real-time knowledge management solution). Over 250,000 users across 37 countries rely on SupportPoint daily to guide them through complex processes and policies in real-time. Among Panviva’s customers are HP, Caterpillar, Thomson Reuters, BT, BUPA, Medibank, National Australia Bank and Fosters, who use SupportPoint to reduce operating costs while improving performance and compliance. For further information, please visit


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