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“Pega’s technology will enable us to set new standards for service excellence for all BCBSMT customers, including members, providers, and sales brokers”, said Sheila Shapiro, BCBSMT’s Chief Operating Officer. “We decided to partner with Pegasystems because they ranked very high in all our main criteria including cutting-edge technology, top-ranked service functionality, and proven health care expertise.”

Designed for healthcare organizations, the Pegasystems solution framework will streamline customer phone inquiries resolving many questions within the first call. The state-of-the art technology will enable BCBSMT customer service representatives to complete complex requests in a timely manner with increased efficiency. The system will also ensure compliance with best practices.

“BCBSMT is taking important steps to embrace consumer driven healthcare by selecting technology that will enable them to personalize their customer service which is especially important at this time when consumer expectations are high,” said Elizabeth Hart, senior director of Healthcare Solutions at Pegasystems. “With this implementation, they will join a distinguished group of healthcare organizations who are using BPM technology to raise the bar for service excellence - including two who have just been named by the Service Quality Measurement Group as 2008 winners for World Class Service and Highest Customer Satisfaction in Healthcare."

BCBSMT will implement the new technology in early 2009.