Case Study: Blue Shield of California achieves 24x7 end-to-end CX monitoring and faster incident resolution with Cyara Pulse

Blue Shield of California Assures a Great Customer Experience (CX) Pulse Mobile App Improves Incident Management and CX

Blue Shield of California, one of the state’s largest health plans serving about 4.5 million members and handling over 100,000 IVR calls per day, needed 24x7 assurance that its customer experience systems were available and compliant. The organization faced limited end-to-end visibility into customer journeys, siloed IT teams, and difficulty validating regulatory mandates — all of which risked delayed detection and resolution of issues that affect members and providers.

Blue Shield implemented Cyara Velocity and Cyara Pulse (with the Pulse Mobile app) to run automated, end-to-end tests that simulate real customer journeys, deliver real-time mobile alerts and granular failure details, and provide executive dashboards for compliance roll-ups. The solution enabled continuous monitoring, faster incident triage and cross-team collaboration, quicker issue resolution, and measurable improvements in customer experience and regulatory oversight.

Blue Shield of California

Richie Gass

Senior Manager of Telephony and Conferencing Services, IT