Case Study: Independence Blue Cross achieves centralized training and renewed sales effectiveness for 3,000 agents across 10 call centers with SAP Sales Cloud

Independence Blue Cross regained sales effectiveness by expanding existing systems, connecting 10 call centers and 3,000 agents

Independence Blue Cross (IBC), the largest health insurer in the Philadelphia area serving more than two million people regionally and seven million nationwide, faced a sales effectiveness challenge as it scaled: it grew from five external agents and 10 call center reps to outsourced HMO and call centers and 3,000+ combined agents. That rapid growth fragmented access to training and marketing resources—tele-sales and HMO brokers relied on separate, partially manual systems—leading to lost control and rising customer dissatisfaction.

IBC extended its existing CallidusCloud systems (CallidusCloud Litmos and CallidusCloud Sales Enablement) to centralize all sales effectiveness content and tools, giving 3,000+ agents one place for handbooks, webinars, certifications and quick tips. Administrators can push content to all or specific channels and use granular usage data for coaching, resulting in 24/7 access, improved engagement, and a transformed learning culture across broker and tele-sales communities.

Independence Blue Cross

Mary Beth Malone

Director of Sales and Marketing Administration