Blue Cross and Blue Shield of Montana Redefines Customer Service Excellence with Pegasystems' SmartBPM Solutions

Business Wire, Dec 15, 2008

State-of-the-art technology will provide continual value to BCBSMT members

HELENA, Mont. -- Blue Cross and Blue Shield of Montana (BCBSMT) has selected Pegasystems' Customer Process Manager([TM]) for Healthcare to optimize its customer service, sales, and process efficiencies. The new state-of-the-art software system will provide BCBSMT with technology resulting in "one-and-done" calls, which means more customer inquiries will be resolved on the first call.

Already performing at high levels of service, and recently awarded the Superior Service Award for its Federal Employees Program by the Blue Cross and Blue Shield Association, BCBSMT is committed to bringing continual value to its customers.

"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.

About BCBS Montana

Blue Cross and Blue Shield of Montana serves more than 230,000 members. Its provider network consists of partnerships with more than 1,903 licensed Montana physicians, all 60 acute general hospitals in Montana and 2,653 allied healthcare professionals.

About Pegasystems

Pegasystems (NASDAQ: PEGA), the leader in Business Process Management, provides software to drive revenue growth, productivity and agility for the world's most sophisticated organizations. Customers use Pegasystems' award-winning SmartBPM([R]) suite to improve customer service, reach new markets and boost operational effectiveness.

Pegasystems' 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 business people and IT staff to Build for Change([R]), deliver value quickly and outperform their competitors.

Pegasystems' BPM 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. For more information, please visit 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.