Independence Blue Cross Expands Use of Build for Change® Technology to Support Continued Growth and Reach New Levels of Customer Service

CAMBRIDGE, Mass. – May
12, 2009

Pegasystems Inc., (NASDAQ: PEGA), the
leader in Business Process Management (BPM) software solutions, today announced that Independence Blue Cross (IBC) has selected
Pegasystems’ Customer Process
Manager™ for Healthcare
(CPM-HC) for its customer service desktop to deliver a
higher level of service to its community of customers, members, physicians and
hospital partners.

Blue Cross and its subsidiaries are the Philadelphia region’s largest health
insurers, with more than 2.6 million members locally, and 3.4 million overall. For nearly 70 years, IBC has offered high-quality healthcare
coverage tailored to meet the changing needs of members, employers and health
care professionals. IBC began using Pegasystems’ healthcare SmartBPM®-based solution frameworks last
year to optimize its sales, underwriting, renewals and claims processing
activities. In purchasing CPM-HC, IBC will be extending its Build for Change® capabilities from the back
office into the front office operation, providing an end-to-end seamless
experience for its customers. CPM-HC will help IBC to improve the overall service,
quality and accuracy of the six million customer inquiries it receives each
year. The flexibility that Pegasystems delivers to IBC’s customer service
operations will also support the insurer’s strategic goal to grow with its members
as their needs change. 

 “At Independence Blue Cross, we are passionate
about improving the health of our members and dedicated to strengthening the
well-being of our community, and distinguished customer care is the hallmark of
our organization,” said John Janney, Senior Vice President of eBusiness &
Support Services at Independence Blue Cross. 
“We work each and every day to identify new cutting edge ways to improve
the ease and speed of doing business with us. Pegasystems has enabled us to
provide benchmark-setting service and accuracy for the 25.5 million claims that
we process annually, and we wanted to extend that level of service and accuracy
to our customer service operations. The deployment of Pegasystems’ CPM-HC
solution will help our customer support team work more efficiently, while keeping
our focus on the changing needs of our customers.”

Customer relationship management (CRM) solutions traditionally
rely on employees to understand a wide breadth of information, a set of complex
offerings, and policies in order to provide excellent service at the time of
customer interaction. This process has proven to be cumbersome and even trained
employees experience difficulty, often creating inconsistent and inefficient
service.  Pegasystems transcends traditional
CRM technology that just puts lots of data on the CSR desktop. Instead, it
takes an intent-driven, process-based approach across channels, to both improve
CSR productivity and the customer experience.

features and benefits of Pegasystems’ intent-driven approach to customer
service include:

  • Seamless service
    across multiple channels, such as phone, Web and email;
  • A 360 degree
    view of the customer to foster more personalized interactions between CSRs
    and members and improve the customer experience;
  • More efficient
    service by providing CSRs with consolidated information, dynamic call
    scripting and process-driven navigation;
  • Improved
    automation of routine tasks across multiple back-end platforms to enable a
    single point of service across product lines; higher levels of customer satisfaction
    and first call resolution due to improved reporting and operational

are pleased that IBC has selected Pegasystems’ CPM-HC to augment its customer
service capabilities, and can benefit from the expanded use of our technology
in this most critical area of their business,” said Elizabeth Hart, Senior
Director, Healthcare Solutions for Pegasystems. 
“With the integration of our Customer Process Manager framework, and the
reusability of Pegasystems’ technology throughout their organization, IBC can
drive even higher standards of excellence for customer care and quality of

Pegasystems’ Customer Process Manager

Customer Process Manager Solution leverages best-practice workflows to help
CSRs resolve most service requests at the point of customer contact, minimizing
the need for further contact and back-office processing. It can be
fully-integrated with back-end systems, allowing companies to leverage existing
investments and simplify complex interactions that formerly required access to
multiple systems.  The solution uses
intent-driven processing to understand why a customer is calling and prompt the
agent with appropriate service activities, fee-generating services, and
offers.  Additionally, the rules-driven platform can be easily modified by
business users to promote new offerings or accommodate changing market and
regulatory demands. For more information on Pegasystems’ healthcare solutions,

About Independence
Blue Cross

Blue Cross is a leading health insurer in southeastern Pennsylvania.
Nationwide, Independence Blue Cross and its affiliates provide coverage to
nearly 3.4 million people. For more than 70 years, Independence Blue Cross has
offered high-quality health care coverage tailored to meet the changing needs
of members, employers, and health care professionals. Independence Blue Cross’s
HMO and PPO health care plans have consistently received the highest ratings
from the National Committee for Quality Assurance. For more information, please

About Pegasystems

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

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The information contained in this press release is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release and timing of any features or functionality described remains at the sole discretion of Pegasystems, Pegasystems specifically disclaims any liability with respect to this information.


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