Independence Blue Cross Expands Use of Build for Change® Technology to Support Continued Growth and Reach New Levels of Customer Service

CAMBRIDGE, Mass.--(BUSINESS WIRE)-- Pegasystems Inc., (NASDAQ: PEGA), the leader in Business Process Management (BPM) software solutions, today announced that Independence Blue Cross (IBC) has selected Pegasystems’ Customer Process Manager™ for Healthcare (CPM-HC) for its customer service desktop to deliver a higher level of service to its community of customers, members, physicians and hospital partners.

Independence Blue Cross and its subsidiaries are the Philadelphia region’s largest health insurers, with more than 2.6 million members locally, and 3.4 million overall. For nearly 70 years, IBC has offered high-quality healthcare coverage tailored to meet the changing needs of members, employers and health care professionals. IBC began using Pegasystems’ healthcare SmartBPM^®-based solution frameworks last year to optimize its sales, underwriting, renewals and claims processing activities. In purchasing CPM-HC, IBC will be extending its Build for Change^® capabilities from the back office into the front office operation, providing an end-to-end seamless experience for its customers. CPM-HC will help IBC to improve the overall service, quality and accuracy of the six million customer inquiries it receives each year. The flexibility that Pegasystems delivers to IBC’s customer service operations will also support the insurer’s strategic goal to grow with its members as their needs change.

“At Independence Blue Cross, we are passionate about improving the health of our members and dedicated to strengthening the well-being of our community, and distinguished customer care is the hallmark of our organization,” said John Janney, Senior Vice President of eBusiness & Support Services at Independence Blue Cross. “We work each and every day to identify new cutting edge ways to improve the ease and speed of doing business with us. Pegasystems has enabled us to provide benchmark-setting service and accuracy for the 25.5 million claims that we process annually, and we wanted to extend that level of service and accuracy to our customer service operations. The deployment of Pegasystems’ CPM-HC solution will help our customer support team work more efficiently, while keeping our focus on the changing needs of our customers.”

Customer relationship management (CRM) solutions traditionally rely on employees to understand a wide breadth of information, a set of complex offerings, and policies in order to provide excellent service at the time of customer interaction. This process has proven to be cumbersome and even trained employees experience difficulty, often creating inconsistent and inefficient service. Pegasystems transcends traditional CRM technology that just puts lots of data on the CSR desktop. Instead, it takes an intent-driven, process-based approach across channels, to both improve CSR productivity and the customer experience.

Key features and benefits of Pegasystems’ intent-driven approach to customer service include:

• Seamless service across multiple channels, such as phone, Web and email;
• A 360 degree view of the customer to foster more personalized interactions between CSRs and members and improve the customer experience;
• More efficient service by providing CSRs with consolidated information, dynamic call scripting and process-driven navigation;
• Improved automation of routine tasks across multiple back-end platforms to enable a single point of service across product lines; higher levels of customer satisfaction and first call resolution due to improved reporting and operational analytics.

“We are pleased that IBC has selected Pegasystems’ CPM-HC to augment its customer service capabilities, and can benefit from the expanded use of our technology in this most critical area of their business,” said Elizabeth Hart, Senior Director, Healthcare Solutions for Pegasystems. “With the integration of our Customer Process Manager framework, and the reusability of Pegasystems’ technology throughout their organization, IBC can drive even higher standards of excellence for customer care and quality of service.”

About Pegasystems’ Customer Process Manager

Pegasystems’ Customer Process Manager Solution leverages best-practice workflows to help CSRs resolve most service requests at the point of customer contact, minimizing the need for further contact and back-office processing. It can be fully-integrated with back-end systems, allowing companies to leverage existing investments and simplify complex interactions that formerly required access to multiple systems. The solution uses intent-driven processing to understand why a customer is calling and prompt the agent with appropriate service activities, fee-generating services, and offers. Additionally, the rules-driven platform can be easily modified by business users to promote new offerings or accommodate changing market and regulatory demands. For more information on Pegasystems’ healthcare solutions, visit www.pega.com.

About Independence Blue Cross

Independence Blue Cross is a leading health insurer in southeastern Pennsylvania. Nationwide, Independence Blue Cross and its affiliates provide coverage to nearly 3.4 million people. For more than 70 years, Independence Blue Cross has offered high-quality health care coverage tailored to meet the changing needs of members, employers, and health care professionals. Independence Blue Cross’s HMO and PPO health care plans have consistently received the highest ratings from the National Committee for Quality Assurance. For more information, please visit www.ibx.com

About Pegasystems

Pegasystems, the leader in Business Process Management, provides software to drive revenue growth, productivity and agility for the world's most sophisticated organizations. Customers use our award-winning SmartBPM^® suite to improve customer service, reach new markets and boost operational effectiveness.

Our patented SmartBPM technology makes enterprise applications easy to build and change by directly capturing business objectives and eliminating manual programming. SmartBPM unifies business rules and processes into composite applications that leverage existing systems -- empowering businesspeople and IT staff to Build for Change^®, deliver value quickly and outperform their competitors.

Pegasystems’ suite is complemented by best-practice frameworks designed for leaders in financial services, insurance, healthcare, government, life sciences, communications, manufacturing and other industries.

Headquartered in Cambridge, MA, Pegasystems has offices in North America, Europe and Asia. Visit us at www.pega.com.

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The information contained in this press release is not a commitment, promise, or legal obligation to deliver any material, code or functionality.The development, release and timing of any features or functionality described remains at the sole discretion of Pegasystems, Pegasystems specifically disclaims any liability with respect to this information.

Pegasystems Inc.

Brian Callahan, 617-866-6364

[email protected]

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PAN Communications

Kim Baker, 978-474-1900

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Source: Pegasystems Inc.