Inovalon Help Center: A new and improved customer service experience

Inovalon is constantly working on cutting-edge innovations for our customers – from industry-leading product capabilities, to better customer experiences, to enhancing our customer support. The new and improved Inovalon Help Center embodies this innovative spirit, delivering an enhanced learning and support resource for all customers.

The Help Center will be customers’ one-stop spot for product how-to guides, learning videos, knowledge articles, and more.

We’re delighted to bring this to life for the health plans, providers, pharmacies, and life sciences organizations we work with. In preparation for the launch of the Help Center, this blog shares everything you need to know.

Commonly asked questions

The biggest question we’ve been hearing is “when will this be available to me?” The new Help Center will be available on December 1, 2023. If you are a current user of our products today, you will have access to the Help Center on this date. You can also reach out to your customer support representative with further questions.

Common questions we’ve been receiving include:

What is changing from the current support center?

After December 1, you can expect a new look and feel in the Inovalon Help Center, as well as new capabilities to access and save the product-specific information you need.

How do I know if I’m set up with single-sign-on (SSO)?

If you are set up, you can log in to the Help Center using your current login. If you are not set up with single sign-on, you will get a message to contact your system administrator. The administrator can then ensure you have the correct access.

How do I submit a case in the new Help Center?

After you log in to the Help Center, an option in the menu bar will say “Get Help” which will take you to a “Create a Case” option and allow you to select your product of choice, describe your issue, or request further support, and to add any attachments as necessary.

You will be able to view all the cases you’ve submitted and search through your list of cases. Cases can be exported and shared within the Help Center with other members on your team who have access to your Inovalon products.

Introducing: Support Tiers

In addition to a new and improved Inovalon Help Center, we’re also launching Support Tiers! These are support packages catered to your organization’s unique needs. Our four Tiers provide you with the flexibility to select the level of support that best fits your organization.

• • Basic: Monday-Friday support with self-service access to our Help Center.
  • Standard: Extended support hours including nights and weekends.
  • Enterprise: Standard Tier support hours, with additional support channels and an assigned Technical Account Manager (TAM).
  • Signature: Delivers ’round the clock support, TAM services, and VIP access to our product SMEs.

Additionally, a la carte support services provide enhanced opportunities to customize your Inovalon support experience. These services include extended support hours, a business assist service, and option to add a TAM to support your specific project management needs within our solutions.

Our Support Tiers and additional services will be available soon. Please be on the lookout for more information following the launch of the Help Center.

What to expect in this transition

This is an exciting time at Inovalon. It’s the first time we’ve had one single support hub for all our constituents to get the answers – and support – you need.

With the new and improved Inovalon Help Center, we’re delighted to better serve each customer in the Inovalon ecosystem and enhance that service even further with Support Tiers.

Be sure to save the new Help Center URL to your browser and check it out on December 1!

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