Now, ϳԹ is the centralized training and learning hub for every functional team within NuVision, including accounting, billing, sales, data operations, QA, customer success, and field services. Employees across the organization can find tool process information for Salesforce, Quickbooks, OMEGAedi, Salesforce Marketing Cloud, and SSO, as well as workplace policies, desktop troubleshooting, internal IT processes, and more without leaving the apps they use most. Plus, with ϳԹ Teams, each function within the business can easily find the information that’s relevant to their role, eliminating clutter and confusion.
“Employees and supervisors alike tell us that ϳԹ allows them to present and consume information effortlessly, and gives them the ability to look anything up, so that inter-team collaboration is seamless.”
JAI KUMAR, CIO AND INTERNATIONAL OPERATIONS AT NUVISION
How NuVision’s sales team uses ϳԹ
Jesse Duryea, Sales Manager at NuVision runs a sales team with more than 40 employees across three different time zones. His team is responsible for working with more than 150 insurance companies that have different steps when processing claims. Despite a huge amount of variations in the sales process and his team’s various working hours, he feels confident knowing that all of the information they need is available to them 24/7 with ϳԹ.
Instead of remembering each step in the claims process or having to ask many, often repetitive questions, sales reps can quickly search through more than 200 sales-related Speks in-app or through the Google Chrome extension without disrupting their flow of work. Having ϳԹ has not only made sales reps more efficient, it also saves Jesse 4-5 working days previously spent training for each process. Before ϳԹ, he hosted classroom-style training sessions that lasted 3-4 weeks. With ϳԹ, new sales reps are fully ramped within 2 weeks and only .9% of insurance claims have issues due to a decrease in human error on each call.
“Having ϳԹ is extremely useful for us especially when we’re dealing with billing insurance companies. Reps having knowledge and information in front of them makes my life a whole lot easier. I was spending 5-6 hours fixing billing issues one job at a time. Once ϳԹ came on, we probably knocked a good 30% off of our billing issues just in the first month and we continue to grow and evolve our process to the point where only .9% of our business has issues.”
JESSE DURYEA, SALES MANAGER AT NUVISION
How NuVision’s data operations team uses ϳԹ
Anna Morales, Data Operations Manager at NuVision uses ϳԹ for her team of 9 to share process steps through visual screenshots with ϳԹ’s Rich Text Editor. Although her team is mostly tenured employees, with a growing company, processes change rapidly and she loves that she can update Speks in a manner of minutes compared to scattered legacy documentation. Her team uses embedded Speks in Salesforce which allow them to simply hover over a field and see enriched Speks with step by step processes if they need a refresher.
“With ϳԹ, my team is able to easily access information and follow the step-by-step instructions. If we have a new process, we just share the link to the Spek without the need for long training sessions which makes things easier for myself and my team, especially during remote work.”
ANNA MORALES, DATA OPERATIONS MANAGER AT NUVISION
How NuVision’s customer success team uses ϳԹ
Pet, Nuvision’s Claims, Customer Success, Scheduling and Pendings Manager leads a team of 30 under customer success, claims, and sales support. Like sales and data operations, the CS team relies on ϳԹ for digestible process information. Instead of needing to have several documents open during customer calls, the team leverages ϳԹ to provide excellent customer service. Having contextual training allows employees to assist the customer in real time and avoid miscommunication. Since implementing ϳԹ, Pet has seen a drastic change in quality assurance scores for his team. Before, the average score was 80-85%. Now, the majority of reps have a 100% quality assurance score.
“My team uses ϳԹ on every call to make sure that they’ll be able to provide excellent customer service. Having easy-to-access information in front of them has really improved quality assurance scores compared to before when customer success reps relied on various Google or PDF documents.”
PET JASON S. MAASIN, CLAIMS, CUSTOMER SUCCESS, SCHEDULING AND PENDINGS MANAGER AT NUVISION
