Blue Cross and Blue Shield of Montana Redefines Customer Service Excellence with Pegasystems’ SmartBPM® Solutions
Helena, MT (December 15, 2008) – Blue Cross and Blue Shield of Montana
(BCBSMT) has selected Pegasystems’ Customer Process Manager™ for
Healthcare to optimize its customer service, sales, and process
efficiencies. The new state-of-the-art software system will provide
BCBSMT with technology resulting in "one-and-done" calls, which means
more customer inquiries will be resolved on the first call.
Already performing at high levels of service,
and recently awarded the Superior Service Award for its Federal Employees
Program by the Blue Cross and Blue Shield Association, BCBSMT is committed to
bringing continual value to its customers.
technology will enable us to set new standards for service excellence for
all BCBSMT customers, including members, providers, and sales brokers”, said
Sheila Shapiro, BCBSMT’s Chief Operating Officer. “We decided to
partner with Pegasystems because they ranked very high in all our main criteria
including cutting-edge technology, top-ranked service functionality, and proven
health care expertise.”
healthcare organizations, the Pegasystems solution framework will streamline
customer phone inquiries resolving many questions within the first call. The state-of-the art technology will enable
BCBSMT customer service representatives to complete complex requests in a
timely manner with increased efficiency.
The system will also ensure compliance with best practices.
taking important steps to embrace consumer driven healthcare by selecting
technology that will enable them to personalize their customer service which is
especially important at this time when consumer expectations are high,” said
Elizabeth Hart, senior director of Healthcare Solutions at Pegasystems. “With
this implementation, they will join a distinguished group of healthcare
organizations who are using BPM technology to raise the bar for service
excellence - including two who have just been named by the Service Quality
Measurement Group as 2008 winners for World Class Service and Highest Customer
Satisfaction in Healthcare."
BCBSMT will implement the new technology in early
About BCBS Montana
Blue Cross and Blue Shield of Montana serves more than
230,000 members. Its provider network consists of partnerships with more than
1,903 licensed Montana physicians, all 60
acute general hospitals in Montana
and 2,653 allied healthcare professionals.
Pegasystems (NASDAQ: PEGA) develops strategic applications for marketing, sales, service, and operations. Pega’s applications streamline critical business operations, connect enterprises to their customers seamlessly in real-time across channels, and adapt to meet rapidly changing requirements. Pega’s Global 3000 customers include many of the world’s most sophisticated and successful enterprises. Pega’s applications, available in the cloud or on-premises, are built on its unified Pega 7 platform, which uses visual tools to easily extend and change applications to meet clients’ strategic business needs. Pega’s clients report that Pega gives them the fastest time to value, extremely rapid deployment, efficient re-use, and global scale. For more information, please visit us at www.pega.com.
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Lisa Pintchman Rogers
VP, Corporate Communications
Director, Corporate Communications
Sr. Manager, Public Relations
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