WAKEFIELD, MA -- (Marketwire) -- 05/27/09 -- Panviva today announced that Blue Cross of Northeastern Pennsylvania (BCNEPA) has selected Panviva's SupportPoint Business Process Guidance (BPG) system for deployment within the insurer's Member Services call center.

Incoming calls can involve a vast array of issues. BCNEPA's Customer Service Representatives (CSRs) need access to several information sources to effectively consult with members and provide answers to their questions. This can lead to longer than desired call times, impacting both members and CSRs alike.

"One of BCNEPA's priorities is to provide complete and accurate answers to our member's inquiries in the most effective and efficient manner possible," says Ed Fennell, BCNEPA's Vice President of Member Advocacy. "Implementing Panviva's SupportPoint system will enable our representatives to access the required information quickly. We also believe that SupportPoint will help us to improve customer loyalty by enabling us to resolve issues with that first phone call."

SupportPoint acts like a GPS for processes and procedures. It recognizes the role of the CSR, where they are in a process and where they need to get to. The system then provides CSRs with step-by-step guidance through each call, assuring improved adherence to policies and procedures while offering members an improved customer experience.

"The healthcare industry is facing the challenge of delivering better quality care and making it more affordable for members," said David Frenkel, CEO of Panviva. "BCNEPA recognizes that improving operational efficiency is one of the best ways to meet this challenge. With SupportPoint, BCNEPA has selected a fast, low-cost way to simultaneously lower operating costs while enhancing customer service."

About Blue Cross of Northeastern Pennsylvania

Blue Cross of Northeastern Pennsylvania is an independent licensee of the Blue Cross and Blue Shield Association headquartered in Wilkes-Barre. It offers a comprehensive portfolio of health insurance products and administrative services to approximately 600,000 individuals in 13 counties in northeastern and north central Pennsylvania. The company's mission is to provide innovative solutions that support more affordable health care, promote personal accountability for health and wellness, and offer superior service and partnership to employers, members, and providers. More information can be found at www.bcnepa.com.

About Panviva

Panviva is the developer of SupportPoint, the world's leading Business Process Guidance (BPG) system. Over 200,000 users across 37 countries in 18 languages rely on SupportPoint to guide them through complex processes and policies in real-time. Primary offices are in Wakefield, MA, and Melbourne, Australia. Since 1996, Panviva has been helping its customers, including HP, Caterpillar, Medibank, Thomson Reuters, BT, BUPA, National Australia Bank and Fosters cut operating costs while improving performance. For further information, please visit www.panviva.com.

Add to Digg Bookmark with del.icio.us Add to Newsvine