Support

Our call centers and technology platform are maintained and supported by Innovation First Notice teams dedicated to creating your unique program and ensuring that it always reflects your business needs.

Implementation

The implementation team is responsible for accurately capturing all the requirements from the client and translating them into ClaimCapture logic. This process generally starts with a kick-off meeting soon after a client comes on-board and is followed by a series of interviews and joint working sessions. Once requirements are understood, First Notice analysts begin building the intelligent call flows, adding the custom business rules, and setting up the outbound distributions. All program elements are thoroughly tested by our QA staff prior to the “go live” date.

Infrastructure Team

This team is comprised of system admins, and telecommunications experts and call center managers. During implementation, they create the system linkages whereby data is seamlessly transmitted to client systems via EDI and/or XML. They also establish the phone switch protocol, whether it involves a new 800-number, an item on a client’s IVR menu, or some other rules based switching such as time of day (for after-hours), volume (overflow), or geography. Call center managers make sure the reps are trained on program nuances and watch over call quality on an ongoing basis.

Account Management

Each client is assigned an account manager who provides primary, day-to-day contact for all client needs. Account managers are supported by a team of account coordinators who handle simple program changes and investigate/respond to all client inquiries and requests. In addition to maintaining client programs and responding to requests, account management is also responsible for keeping their clients apprised of all new functionality and service extensions. In short, their job is to make sure each client is generating the highest return from its Innovation First Notice service.

Program Maintenance

For more involved program changes, First Notice turns to its team of business analysts. These BAs make modifications to business logic using the company’s proprietary Designer tool. They insert questions, change question order on screens, re-route outbound distributions, update report formats, etc all using a drag-n-drop interface. And because they can do all that without involving engineers or touching the underlying code, client changes are implemented quickly.

Help Desk

For ASP customers, Innovation First Notice staffs a software help desk to answer all client questions and respond to all problems. All incoming calls are tracked, and service issues are assigned one of four escalating priority levels to swiftly reach resolution.