CRM Briefs

By Diana Garber

Vytra Health Plans (Melville, NY) selected Softheon's Best e-Business Practice for Healthcare to streamline claims and workflow process. Vytra picked the Softheon Inc. (Hauppauge, NY) product because it wants to improve its existing imaging, productivity, document management, claims processing, workflow and Internet portal. Additional considerations included Softheon's XML integration and flexible business workflow capabilities. By streamlining internal and external operation, Vytra hopes to be able to provide better quality services for customers. Vytra Health Plans provides coverage to nearly 200,000 people and provides administrative services to self-insured companies and organizations.

One Beacon Insurance Group (Boston) has expanded its use of the ActivePhoto (Sunnyvale, CA) Mobile Imaging Solution from the initial states of Massachusetts and Connecticut to its New Jersey, New York and Maine offices. ActivePhoto enables OneBeacon to streamline claims processing by helping reduce reliance on manual processes such as photo developing, sorting, data entry labeling or copying. The system allows the field claims staff to enter contextual information such as the claim number into a digital camera and send those images from the camera to an online storage account using either a wireless modem or a telephone jack. Once transmitted to ActivePhoto's Web site, pictures can be downloaded and incorporated into claims reports or estimates with a special emphasis on automobile claims.

Edify Corp., (Santa Clara, CA), an S1 company and a global supplier of multi-channel enterprise CRM solutions, is teaming with BenchmarkPortal to provide a service called SatScore that enables contact center managers to gather real-time information regarding a caller's customer satisfaction level. Edify and BenchmarkPortal have teamed to provide real-time information regarding the level of service customers feel they are receiving and insight into ways to improve customer retention. Accessed via the BenchmarkPortal center, SatScore siphons off a statistically relevant number of calls from a center and routes them to a voice self-service system that asks the caller to indicate their satisfaction with a call. The data is collected and made available to the contact center manager via BenchmarkPortal reports that can be accessed online. The service is powered by Edify's Customer Feedback and Analysis (CFA) application that provides a sophisticated analytic engine for automating the process of gathering and analyzing customer information.