Health Net, Inc.

The Challenge

Delivering managed health care services to over 5 million people requires more agile and innovative technology than Health Net had -- until they started working with Pega.  Health Net needed to drive customer loyalty with exceptional service, which required modernizing its systems and breaking down barriers between IT and the business.

The Solution

Health Net has wrapped its legacy systems with Pega’s Customer Process Management (CPM) and decision management solutions.  The business logic is extracted out of the legacy systems, and the business users can customize and self-serve from there.

The Results

Health Net has transformed into a more nimble, customer-focused organization that is now able to:

• Tailor messaging to patients
• Accelerate customer service
• Enable business people to self-serve