Challenge

Trouble tracking the knowledge of its employees.

With communications being circulated via email, Western Health was unable to ensure that all its call center agents were receiving the latest policy updates. Information was being stored in various databases, and the lack of consistent policy enforcement put the company at risk of compliance issues.

“Compliance loves Panviva. Everything is documented. We have immediate proof of policy changes.” – Lisa Angst, Project Manager, Western Health Advantage

Solution

Consolidated knowledge with Panviva.

Panviva allowed Western Health to consolidate multiple databases into one and the contextual search function meant that every employee could access the most up-to-date information.

Result

Increased visibility and confidence.

With Panviva, Western Health has increased the visibility for supervisors and reps. Call center staff now receive immediate updates, and supervisors can easily track how quickly staffers were seeing and acting on new policies. The ability to get information at their finger-tips empowered call staff and boosted the confidence of new employees.

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