SupportPoint Case Study Medicare Preferred

 Plans were getting more complicated  Benefit complexity was increasing  Cost sharing was getting more complicated to explain to consumers CSRs needed tools so they could meet the expectations of both THP and the market Costs were also an issue. Customer processes translates into more spending and less productivity. The business needed to also leverage economies of scale where it could. In 2012, Tufts Health Plan realized it needed to simplify the member service rep experience if it wanted to continue to be a leader in servicing simple and complex lines of business

 Webchannel to find benefit documents, high level work flows and reference documents;  Her box to find relevant newsflashes;  A folder on her desktop that holds training updates; and  The public website for miscellaneous information that isn’t stored anywhere else.  Then she has to call the help desk* because she’s not sure that she has all of the correct information. *The help desk rep’s information is organized the same way. Mary the member service rep gets a call. In order to fully assist the caller, she has to go to:

 Information spread across multiple sources  Lack of consistency and timely updates  High Average Handling Time(AHT)  Increased calls to management and Helpdesk  Low first call resolution  Numerous grievances filed  Low monthly service levels  Decrease in member satisfaction

 CSRs had to reference many systems in order to find the answers  Hold times were significantly longer  Representative turnover was high  Staff satisfaction was not as high as we would like

 Decrease AHT via shorter hold times  Reduce escalations  Increase member satisfaction via better first call resolution and consistent, accurate answers  Increase monthly service level  Reduce Costs $$$

 SupportPoint Sells itself  Reducing Average Handle time, Hold Time  Reducing Appeals and Grievances and Increasing Member Satisfaction - all save significant dollars  Increase member net promoter scores which equals stronger sales  Tufts was able to reduce the size of our Help desk by 50%, yielding over $300K in savings in the first year. 50 % Reduction in Help Desk Staff yielding over $300K in savings in the first year

 Documents rolled out in phases:  Started with the smallest line of business (SCO members) – Live date 1/1/2015  All other products (HMO/Med Supp/PDP members) – Live date 6/4/2015  Help desk – Live date 12/1/2015  Provider (All products) – Live date Q1 2016, TBD  Team of 4 reps assembled (50% of their time)  Once documents are written and published, necessary team members receive training from the author team (1 hour).  Documents incorporated into training for all new hires.  When reps call the help desk, they are directed to SP if the content is there

Very simple, reps seem less stressed Finding the answer and sample documentation is always there Changes focus from finding the answer to listening to the customer Allows us to focus coaching sessions more on soft skills rather than on where to find answers

 SupportPoint is main source of information  Used by new reps, seasoned reps and senior reps alike.  updates are still distributed, yet they direct users to SupportPoint for more instruction  Call trend FAQs are identified by the users and added quickly  More blended reps have been implemented by relying on SupportPoint training; leads to significant $$ savings  Several hundred thousand dollars in savings due to not replacing attrition

Post Release Variance AHT+17%* Helpdesk Calls-20% Quality+3% GrievancesNo change *Potentially unrelated due to dental and portal call length EVALUATION  EXCELLENT  GOOD  AVERAGE  POOR 

 Documents are stored in the cloud, so they are always available.  “Float on top” application makes it easy to see the necessary information and navigate other screens effectively.  With the SupportPoint icon always in the system tray, it makes it easy to access the information with one click.

 Reps quickly adapted to the tool when they needed to find plan documents  Employee Satisfaction Scores are highest they have been in 5 years  Supervisors changed they way they coach, focusing more on soft skills  Training times have been reduced from 6 to three weeks; changing the focus from teaching memorization type lessons to focus on how to lookup information and better customer service skills Employee Satisfaction Scores are highest they have been in 5 years

 SupportPoint as a further training tool Interactive quizzes  Improve AHT  Reduce grievances  Support Point Implementation being implemented across all three divisions; it just makes sense. WHAT’S NEXT?

Enabling your agents to get the information they need at the moment of truth 5 Tips to Perform Better

The first support inquiry from the customer Only opportunity your agent has to retain him/her as a customer Customers call to resolve issues

Complexity Compliance Change 70% of organizations produce up to 500GB of monthly information! 93% of contact center agents use multiple applications within a single call. Deloitte estimates that companies spend about $95 billion a year to keep in line with government regulation – and $160 billion to follow their own rules! Employees are struggling to keep track of rapid changes, creating employee dissatisfaction – which results in poor CX and high absenteeism and attrition rates.

How many call center agents have stickies around monitors? Ask for ID fir st Pos t to Sev er 3 Mak e cop ies for Fin anc e ID #008 Edit addr ess afte r call Chec k refe renc e 12 Get card hold er info Check With Manag er on chang es SEE NEW PROC. Make chan ges on form 12 Refer ence Form #3864 ID #2548 Post to Server 42 b use Code 4

Any prairie dogging over the cubes to ask a neighbor?

Do agents create folders to track s?

Do agents create their own binder manuals after training?

1  Having one source of truth allows for less confusion among employees and addresses uncertainty that comes with complexity, compliance and change.  Remove multiple sources from shared servers to sticky notes and printed materials. Provide one source of truth

Remove barriers to access Cloud-based solution allow users to answer the same question regardless of where they are located. Whether staff is on the road, at their desk or working remotely, access is never an issue. 2

Training employees can be tricky when you have to spend hours on the training session. Save money but also empower your agents to develop new skills and expertise. 3 Cross-train staff

Get new employees up to speed faster Speaking of training: cut training times and allow agents to get on the front lines faster, knowing what they need is at their fingertips immediately. Take the fear out of moving to the front line answering that first call. 4

Build confidence It’s a fact that agents perform better if they are confident they have what they need to succeed. Confidence breeds competence. That ensures superior customer service. 5

FREE Process Mapping Session Panviva will walk through your most complex process – giving you an opportunity to identify ways to improve and address your challenges. Just for NECCF attendees!

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