Case Study: Blue Cross Blue Shield of Minnesota achieves an integrated, multi-channel member experience and 1.5M fewer live rep calls with Nuance Communications

Blue Cross Blue Shield of Minnesota builds strategy

BCBS Minnesota, the state’s largest health plan serving 2.8 million members, needed an enterprise-wide roadmap to align people, processes and technology so members would receive a consistent, multi-channel service experience. To refine strategy, break down organizational silos and better integrate contact-center capabilities, they engaged Nuance Communications — specifically Nuance Business Consulting Services — to define an integrated member service vision and three-year plan.

Nuance Communications delivered a three-year Integrated Member Service Experience Strategy that centralized member data, unified interaction and measurement approaches, and designed multi-channel solutions (IVR, speech, outbound, CTI/VoIP and voice recognition) to automate outreach and improve agent handling. The Nuance-led program cut live-service calls by about 1.5 million in one year, supported an H1N1 campaign that made 15,000 outbound calls per day and reached 70% of members in three weeks, and established a consistent, coordinated experience across touchpoints.

BCBS Minnesota

Lou Gallagher

Senior Director of Infrastructure