The IT infrastructure team at BCBSMN adopted IP telephony early on, and heavily leverages technology for member service. Yet to achieve some of its initiatives, such as communicating to members about healthier living or disease management, the company needed an enterprise-wide technology roadmap.
To accomplish that, BCBSMN had to integrate all data and deliver it through multiple channels in order to ensure consistent service across all customer interactions. That meant aligning people, processes and technology under that single objective.
“It’s not all about the technology,” said Lou Gallagher, senior director of infrastructure communications at BCBSMN. “One thing that we’ve struggled with as an organization is breaking down our channels across our HR department, across our executive department, across our sales department…We need to do a better job of communicating across our channels internally.”
Gallagher and the team explored vendors to help refine the strategy and processes at BCBSMN. Several IT team members were already familiar with Nuance Communications as a leader in integrated communications.
The company engaged Nuance Business Consulting Services to develop an integrated member service experience strategy. Beyond technology expertise, BCBSMN valued Nuance’s ability to partner with IT in communicating with the various business units.