September 16, 2008 - MVP Health Care selected Pitney Bowes Group 1 Software’s 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, Vermont and New Hampshire. As a result of this organizational growth coupled with its 25-year history, MVP Health Care 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 create, deliver and manage real-time personalized, interactive customer communications, such as correspondence, new business applications and negotiated documents. Customer 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 members-whether 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.”

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