Blue Cross Blue Shield Association – Enhancing Customer Service with Salesforce Integration

The Blue Cross Blue Shield Association (BCBSA), comprising 33 independent companies, sought to enhance customer service and streamline operations. Their goal was to support agents and policyholders through a Salesforce-based portal that enables seamless sales tracking, policy data access, plan selection, and service requests.

• Developed a partner portal for efficient lead and policy management.
• Integrated disenrollment reporting to streamline operations.
• Automated the issuance of insurance ID cards.
• Created dashboards for real-time policy details.
• Supported annual enrollment and policy updates.
  

• Portal Development
• Designed a Salesforce-based partner portal tailored for agents and policyholders.
• Integrated lead and policy management features for comprehensive access.
• Automation and Integration
• Implemented automated processes for ID card issuance and policy updates.
• Integrated disenrollment reporting for enhanced functionality.
• Dashboard and Analytics
• Developed intuitive dashboards to display policy details, aiding better decision-making.
  

• Improved call center response and conversion rates.
• Reduced manual efforts and policyholder attrition.
• Ensured up-to-date policy information, driving operational efficiency.