Blue Cross Unit Deploys Customer Contact Solution

Expects to reduce call center training and call handling times by 20 percent

Expects to reduce call center training and call handling times by 20 percent

Cambridge, MA — December 18, 2003 — Blue Cross & Blue Shield of Rhode Island (BCBSRI) has implemented a customer contact solution from Pegasystems in a bid to provide a higher level of customer service to its 680,000 members.

Called BlueLYNCS (Leading Your Next Customer to Satisfaction), the solution includes 41 healthcare-specific workflows, computer telephony integration (CTI) screen pops and integration to BCBSRI's legacy IT systems with full update functionality.

Deployed at BCBSRI in under six months, the customer contact center solution is based on Pegasystems' PegaHEALTH Member Services application, part of Pegasystems' suite of healthcare-focused business process management solutions that manage customer and business interactions across the payer enterprise.

Pegasystems said its solutions for customer service, claims automation, sales and underwriting are installed across 20 percent of the nation's Blue Cross Blue Shield network and at many other healthcare and insurance organizations worldwide.

"The PegaHEALTH Member Services application implementation is a tremendous success, and we expect to reduce training time by 20 percent," said David Zink, chief information officer at BCBSRI. "We also expect to reduce our average call handling time by approximately 20 percent."

Zink said the software has helped BCBSRI improve member care by providing detailed caller history in one application, with guided scripts to most efficiently handle the call, and by providing straight through processing to resolve customers' requests. "With PegaHEALTH Member Services, we're achieving superior customer satisfaction," Zink said.

Watch Hill Partners, a customer relationship management (CRM) strategy and technology consultancy, worked with Pegasystems and BCBSRI on the implementation in such areas as strategy, project management, training, integration oversight and business process definition.