Case Study: Blue Shield of California achieves improved service and lower costs with Webtrends Analytics

New Look at Blue Shield of California Data Improves Service, Lowers Cost

Blue Shield of California, a health insurer serving 3.5 million members, relied on a three-person business insights team that was outgrowing weblog analysis as site features and reporting requests became more complex. Their in-house analytics server was failing and they needed a HIPAA-compliant way to capture richer user and transaction data to improve service and control costs.

They implemented Webtrends Analytics On Demand with Webtrends Professional Services, using automated JavaScript tagging to capture backend transactions and accurate AJAX usage while trimming privacy-sensitive data before transfer. The result: access to previously unavailable insights, higher internal satisfaction with reports, and a roadmap to extend analytics to mobile apps, email campaigns and social media for better service and cost management.

Blue Shield of California

Karen Vincent

Online Analytics and Business Insights Lead, Blue Shield of California