Case Study: NASCO improves customer service with Pega Customer Service for Healthcare

NASCO unifies data to improve customer service

NASCO, a healthcare administration subsidiary of several Blue Cross Blue Shield plans, faced the challenge of managing complex data from disparate sources. This complexity made it difficult for their customer service representatives to efficiently assist members and providers. To address this, they partnered with Pegasystems to create a unified view of information using Pega Customer Service for Healthcare.

The solution implemented by Pegasystems was a platform called NCompass, which consolidated data from over a dozen applications into a single, easy-to-understand view for agents. This allowed Pegasystems to help NASCO significantly improve customer service efficiency. The results included a 10% reduction in average call handling time, email response rates of 98% within 24 hours, and a 10% reduction in training time for customer service representatives.

NASCO

Tom Ptashnik

Director, Consumer Strategies and Business Process Management