Blue Shield of California Harnesses the Power of Real-time Feedback for Innovation

Verint Digital Experience drives continuous improvement for healthcare provider

The results

  • Gain fast visibility into the root causes of problems

  • Prioritize and react in real-time to its customers’ most pressing concerns

  • Create and share customer-centric insights and trends with teams and executives

blue cross blue shield california logo

Challenge: Provide the best online experience

Blue Shield is dedicated to meeting and exceeding member expectations wherever they interact with the brand. This means not only responding to customer needs – but being proactive about new digital innovations that connect the company with its key audiences including members, employers and providers.

To best serve these varied stakeholders, Blue Shield provides a suite of powerful online tools (accessible through www.blueshieldca.com) for eligibility, billing, claims, provider search, and more – as well as rich content on benefits, health and wellness.

Given the vital importance of this digital channel to its customers, Blue Shield wanted to make sure that it was providing the best possible online experience and addressing any customer concerns as quickly as possible. The company wanted to gather feedback from its audiences on their experiences with Blue Shield’s online tools.

The company had a strong history of collecting feedback through annual surveys, as well as its call center and web help desk. Now it needed a fresh approach to match the scale and speed of its online operations.

Woman and child talking with doctor

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Doctor talking with a patient
Doctor consulting patient

Digital Experience provides visibility into problems and priorities

The Digital Experience solution also provides detailed reporting for specific teams and functions within Blue Shield to help develop strategies to address specific issues. Reporting also helps product managers gain visibility into the root causes of problems so as to prioritize resources to fix major issues.

“Digital Experience has given us a real-time pulse on the experience of each and every one of our members. All team members receive digests of feedback – and are now enabled take the appropriate action immediately and in real-time,” says Madakasira.

Hospital working on tablet sitting in chair

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