{"id":4213,"date":"2020-05-07T19:41:35","date_gmt":"2020-05-07T19:41:35","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?page_id=4213"},"modified":"2021-05-13T13:28:51","modified_gmt":"2021-05-13T20:28:51","slug":"blue-shield","status":"publish","type":"page","link":"https:\/\/ptpinc.com\/staging\/our-clients\/blue-shield\/","title":{"rendered":"Blue Shield"},"content":{"rendered":"\n<h4>\n\t\tInnovating to\n\t<\/h4>\n\t<h1>\n\t\t\t\tEmpower Customers\n\t\t\t<\/h1>\n\t\t<p>When <strong>Blue Shield\u00a0of California<\/strong> (BSC) experienced massive growth in their member base, their outdated systems were unable to keep up with increased demands. PTP facilitated a strategic Customer Experience (CX) assessment, then deployed a smarter contact center platform built with intelligent interaction routing, bilingual speech, and ongoing tuning and support services.<\/p>\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/02\/blue_shiled_logo_circle.png\" alt=\"blue_shiled_logo_circle\" title=\"blue_shiled_logo_circle\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tTHE CHALLENGES\n\t\t\t<\/h3>\n\t\t<p>While government healthcare reforms had fueled exciting growth for BSC, their existing system presented several challenges, such as:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\tPressure to boost MTMs and caller avoidance rates (CAR)<\/li><li>\t\t\t\t\n\t\tAn inability to process efficiency throughout the contact center using the current platform<\/li><li>\t\t\t\t\n\t\tA need to align the customer experience with their brand promise<\/li>\t<\/ul>\n\t<h3>\n\t\t\t\tA Modern Contact Center Solution\n\t\t\t<\/h3>\n\t\t<p>After PTP conducted a strategic assessment of BSC&#8217;s existing technologies, we developed and implemented an updated customer experience solution. Our approach focused on not only upgrading technology, but also making changes that allowed for a holistic, CX-focused environment. Our strategy and implementation included:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\t<p>Strategic CX AssessmentPTP collaborated with stakeholders to align BSC goals with recommended solutions, delivering an assessment that featured customer insight, industry benchmarking, and a technology gap analysis. <\/p><\/li><li>\t\t\t\t\n\t\t<p>Intelligent IVRA redesigned IVR increased agent efficiency, incorporating features such as intelligent routing, bilingual speech, caller personas, and an intelligent desktop with screen pop.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Application Optimization Tuning and Upgrade ImplementationBoth reporting and staff training were leveraged for maximum use of new features.<\/p><\/li>\t<\/ul>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2021\/05\/healthcare-1024x683.jpg\" alt=\"PTP Healthcare Solutions\" title=\"Photo,A,Doctor,Or,Nurse,Holding,Headphones,Waiting,To,Pick\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tdownload Full Case Study\n\t\t\t<\/h3>\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/09\/PTP-BSC-CS-NR-edit.pdf\" target=\"_blank\" rel=\"noopener\" role=\"button\">\n\t\t\t\t\t\t\tDownload PDF\n\t\t<\/a>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/02\/increase_CAR.png\" alt=\"increase_CAR\" title=\"increase_CAR\" itemprop=\"image\"\/>\n\t\t\t<h4>50% CAR increase<\/h4><h6> <\/h6>\t\t\t\n\t\t\t<h4>13 million+ calls<\/h4><h6>handled per year<\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/04\/meet_customers_needs.png\" alt=\"meet_customers_needs\" title=\"meet_customers_needs\" itemprop=\"image\"\/>\n\t\t\t<h4>Increase in<\/h4><h6> customer satisfaction scores<\/h6>\t\t\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/02\/decrease_cost.png\" alt=\"decrease_cost\" title=\"decrease_cost\" itemprop=\"image\"\/>\n\t\t\t<h4>Decrease in<\/h4><h6>cost per calls handled<\/h6>\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h3 class='uabb-testimonial-author-name testimonial-author-name'>&#8211; Jessica Kaufman<\/h3>\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tVoice Solutions, Blue Shield of California\t\t\t\t\t\t\t\t\n\t<h4>\n\t\t\t\tABOUT\n\t\t\t<\/h4>\n\t\t<p>BSC is an independent member of the Blue Shield Association and a non-profit health plan that provides high-quality healthcare to Californians.<\/p>\t\n<h4>\n\t\tOUR SUCCESS\n\t<\/h4>\n\t<h3>\n\t\t\t\tCAN BE YOUR SUCCESS\n\t\t\t<\/h3>\n\t\t<p>Since our beginning, we&#8217;ve been passionate about helping our clients provide the best customer experiences possible. This passion, combined with a lot of knowledge and hard work, has allowed us to work with some of the top brands in the world. And we&#8217;d like to do the exact same for you. Just give us a call to get the conversation started.<\/p>\t\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/schedule-an-assessment\/\" target=\"_self\" role=\"button\" rel=\"noopener\">\n\t\t\t\t\t\t\tSchedule an Assessment\n\t\t<\/a>\n\n","protected":false},"excerpt":{"rendered":"<p>Innovating to Empower Customers When Blue Shield\u00a0of California (BSC) experienced massive growth in their member base, their outdated systems were unable to keep up with increased demands. PTP facilitated a strategic Customer Experience (CX) assessment, then deployed a smarter contact center platform built with intelligent interaction routing, bilingual speech, and ongoing tuning and support services. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3125,"menu_order":10,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"page-builder","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-4213","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4213"}],"collection":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/comments?post=4213"}],"version-history":[{"count":0,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4213\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/3125"}],"wp:attachment":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/media?parent=4213"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}