Blue Cross Blue Shield Of Michigan (BCBSM) Improves Customer Service Levels
Blue Cross Blue Shield of Michigan (BCBSM) has long been known as one of America's leading providers of quality health care insurance. As a health care company, BCBSM's contact centers are critical to servicing its 4.8 million members who have inquiries about health benefits and claims. Serving numerous national accounts including the major automobile manufacturers in the Michigan area, BCBSM's Auto National Organization (ANO) decided to critically rethink and align its processes, including six national contact centers that were still operating independently and differently from the others in its group. In addition, the contact center workforce is unionized — important factor in any proposed change. To meet customer demands for administrative simplicity and cost controls, several initiatives were undertaken.
The Auto National Organization of Blue Cross Blue Shield of Michigan's challenge was to improve customer service levels while staying within the tight cost controls it faced as a non-profit organization. The company knew it wanted to implement best-practice business processes tuned for its particular environment while also taking full advantage of new technologies.
Blue Cross Blue Shield of Michigan sought industry experts who could complete a thorough check-up, deliver clear recommendations, and manage the complex changes necessary to make the most of its resources, and help them achieve their goals of exemplary customer service and cost controls. They looked to Blue Pumpkin for help.