Project Management

BlueCross BlueShield of North Carolina Improves Service to Members and Applicants

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Executive Summary

Blue Cross Blue Shield of North Carolina (BCBSNC) wanted to enable individual customers to get a rate quote and purchase insurance online, 24 hours a day and increase efficiency and enable faster turnaround on prospective members' applications for insurance. The challenge was to empower the company's 800 call center agents with accessible data to ensure rapid responses to member inquiries. BCBSNC implemented Oracle's Siebel CRM to provide a unified solution for managing customer interactions and to ensure a consistent experience across communication channels and developed a "Buy Online" tool based on Siebel to provide potential customers with an instant rate quote and then allow them to purchase insurance online.

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