Case Study: Blue Cross Blue Shield of Michigan achieves omni-channel payments, improved member experience and 10-month ROI with ACI Worldwide

Blue Cross Blue Shield of Michigan Talks Meeting Member Demands in Healthcare

Blue Cross Blue Shield of Michigan faced growing member expectations for retail‑grade billing and payments while needing to serve diverse populations (Medicaid, Medicare) and contend with changes from the Affordable Care Act. To modernize member experiences they engaged ACI Worldwide (ACI Universal Payments) to help design a payments strategy that matched consumer expectations for mobile, recurring and real‑time options.

ACI Worldwide worked with BCBS MI stakeholders to build an omni‑channel payments platform, introduce guest credit/debit payments (no account required), and optimize bill presentment and communications. The effort expanded payment options from 8 to more than 31, reduced call‑center volume, and delivered an internal payback in 10 months — outcomes driven by ACI Worldwide’s technical and implementation support.

Blue Cross Blue Shield of Michigan

Faran Farooqi

Strategic Capability Implementation and Operations