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MVP Health Care Selects Pitney Bowes Group 1 Software for Enhanced Customer Communication Management
Thursday 18. September 2008 - EngageOne Interactive Communications to Help Top Health Care Provider Raise the Bar for Quality and Customer Service
Pitney Bowes Group 1 Software today announced that MVP Health Care, one of the top-rated health plans in the nation in the current U.S. News and World Report/NCQA listing of “Americas Best Health Plans,” has selected its EngageOne Interactive Communications solution of the Customer Communication Management (CCM) suite to create, deliver and manage real-time interactive communications with its members, resulting in enhanced customer service and reduced costs.
Following a merger in 2006 with Preferred Care, MVP Health Care serves more than 700,000 members throughout New York state, Vermont and New Hampshire. As a result of this organizational growth coupled with its 25-year history, MVP Health Care had amassed more than 15,000 different document templates for business letters and customer correspondence. For customer service representatives, determining what letter should be sent was a manually-intensive, time-consuming process. In addition, customer service representatives did not have the ability to view documents that were mailed to members, resulting in lengthy phone conversations.
With EngageOne Interactive, MVP Health Care employees now have the ability to easily create, deliver and manage real-time personalized, interactive customer communications, such as correspondence, new business applications and negotiated documents. Customer service representatives can now quickly and easily find the correct template and tailor the communication to the specific needs of the customer interaction. The result is faster, more efficient and cost-effective communications across the enterprise.
“At MVP Health Care, we are always looking for ways to make health care easier for our memberswhether it is searching online for available physicians or speaking with a customer service representative,” said Jack Van Graafeiland, chief information officer of MVP Health Care. “EngageOne Interactive provides us with an efficient and effective solution to control the content and design, as well as the management of our important real-time, highly personalized customer correspondence. With EngageOne Interactive, we are able to make sure that our members questions are not only answered, but answered in a timely and efficient manner.”
In addition to EngageOne Interactive, MVP Health Care will use Pitney Bowes Group 1s OpenEDMS, an enterprise content management solution that provides a Web-optimized tool for managing documents and improving automated workflow. For document storage and retrieval, MVP will use Pitney Bowes Group 1s e2 Vault and Service, part of the e2 Suite, a platform that facilitates internal customer support and external customer self-service by integrating e-presentment, archiving, online account management and e-service technologies.
“The health insurance industry is marked by mergers and acquisitions, intense competition and rising customer expectations, and insurers need the ability to communicate more effectively with each and every member,” said Bill Sinn, strategic industry manager, insurance, for Pitney Bowes Group 1 Software. “As one of the leading health plans in the country, MVP understands that effective customer communication is key to member satisfaction and financial success. EngageOne Interactive allows MVP to efficiently streamline the process of health care communication by enabling its employees to more quickly and intelligently respond to policy holders with personalized, timely and accurate information.”