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Business Consulting Services—Omni-channel customer engagement success stories

Blue Cross Blue Shield of Minnesota builds strategy

Builds a multi-channel strategy for integrated and consistent member experience.

Company profile

As the largest health plan in Minnesota, Blue Cross Blue Shield of Minnesota (BCBSMN) serves 2.8 million members—one out of every three Minnesotans. It is Minnesota’s oldest, largest and most-trusted nonprofit health plan.

Every year, the company handles 3.4 million service calls with the support of over 600 call center agents and does so with high satisfaction rates. The company views their quality customer service as a key competitive differentiator.

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BCBS Minnesota uses Nuance Business Consulting Services

With Nuance’s help, we’ve set the foundation on how things integrate and interact with each other. We have both a business and IS partnership on our member experience now. It is not a business direction. It is not an IS direction. It is combined direction.

Lou Gallagher
Senior Director of Infrastructure
BCBS Minnesota

Challenge

  • Company needed an enterprise-wide roadmap to align people, processes and technology to ensure consistent service across all customer interactions

Solution

Results

  • Integrated strategy ensuring consistent member experience across all touchpoints
  • Approach supports more proactive communications to members (H1N1 reached 15,000 members per day)
  • Company reduced live service rep calls by 1.5 million

Background

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