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Case Study

Anthem creates next-generation service desktop with Pega Customer Service

"Pega Technology is the real heartbeat of Solution Central. It’s the asset that we’re leveraging, given the expertise of their healthcare framework, the power of the work flow, the ability to integrate with multiple systems, and building on the success of Pega Technology has helped us accelerate Solution Central to deliver that great customer experience."

Trish Cox Senior Vice President of Service Experience, Anthem

The Business Issue

Anthem is one of the nation’s leading health benefits companies. Anthem’s affiliated health plans are giving consumers greater access to care by working with doctors and healthcare professionals to ensure a quality experience. To help deliver these innovative programs, Anthem implemented a next-generation service desktop powered by contextual, relevant decisions.

The Solution

With Pega Customer Service, Anthem created Solution Central. The desktop service guides back-office associates through processes, making it easier for them to offer a better, frictionless experience to Anthem’s customers. Customer service representatives are given the right content, instructions, and links at the right time, reducing the dependency on training and experience. Solution Central intelligently centralizes and organizes data so that each customer service call is contextual and exceptional.

The Results

  • Increase member retention
  • Increase CSR productivity
  • Reduce training time
  • Increase brand differentiation

Related Resources

Anthem radically reinvents claims processing.

Hear how Anthem empowered its associates to connect with customers at a very personal level.

How Anthem is improving Care Management with streamlined utilization management intake request.

Pega Care Management will transform how you manage costs, coordinate services, and improve outcomes.

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Challenge: Customer Lifetime Value Challenge: Customer Service Industry: Healthcare Product Area: Customer Service