Case Study: HighMark achieves better customer experience at enterprise scale with Pegasystems

Highmark Health Services improves customer experience at enterprise scale with Pega

HighMark Health Services, also known as HMHS, faced two major customer engagement challenges: frontline service employees often lacked deep product knowledge, and disconnected channels were creating a fragmented customer experience. The company needed a way to simplify work for its frontline teams while improving coordination and intelligence across service channels.

HighMark partnered with Pegasystems, using Pega Customer Service and Pega Customer Decision Hub to build its Enterprise Health Solutions Platform. The solution surfaces member-specific information and scripted guidance in real time for service representatives, helping unify touchpoints and improve efficiency at scale. Pegasystems and HighMark expect the platform to boost satisfaction and NPS, reduce new advocate training time, and enable more self-service and channel-agnostic engagement.

HighMark

Chris Atkinson

Vice President of Product Development and Engineering