Case Study: Independence Blue Cross improves audit accuracy 95% and automates agent commissions with SAP SuccessFactors

Independence Blue Cross Optimizing Agent Lifecycle Management with SAP

Independence Blue Cross, the leading health insurer in southeastern Pennsylvania serving more than 8 million people, faced delays in agent onboarding and time to market because it lacked an efficient way to verify agent credentials and licenses and manage agency/broker relationships. To address these challenges, Independence Blue Cross selected SAP Agent Performance Management from SAP SuccessFactors to provide a scalable, compliant platform for credentialing, onboarding and commission management.

SAP SuccessFactors implemented SAP Agent Performance Management to create an end-to-end process that verifies agent credentials, automates onboarding and commission payouts (including EFT), and supports multiple lines of business and Medicare rules. The solution delivered measurable impact: a 95% improvement in audit accuracy, up to 98% commission payout accuracy, a 30% reduction in agent inquiries, and stronger agent relationships and productivity.

Independence Blue Cross

Edward Zebrowski

Manager, Broker Commissions & Ops Analytics