A national health insurance company recognized that their staff members were not providing consistent and correct responses to the questions asked by both internal and external customers (including members, agents, and providers). A newly appointed Service Operations executive determined that a knowledge management system and new processes would ensure that customer service representatives were providing consistent responses to queries.

The executive selected a commercially available knowledge management system, then required a project manager to work with the Service Operations staff and the commercial vendor to implement the system.


An Advanta Project Manager, with extensive experience in knowledge management systems, was responsible for implementing the system.

  • Worked with the system vendor and the insurance company’s information technology department to create a single integrated project work plan for the implementation of the system
  • Facilitated and documented the business user requirements for the knowledge management system
  • Created and facilitated a Steering Committee that provided oversight to the system’s implementation and deployment
  • Worked with the system vendor and the offshore support entity to ensure effective training was being provided by customer service agents


The system was successfully implemented and achieved an average reduction in HMO member call handle times by 90 seconds and 35 seconds for Private Fee-for-Service (PFFS) member calls. Correct information for call resolution could be obtained by agents with two clicks.