Blue Cross Blue Shield of Massachusetts

Health Insurer Streamlines Costs by Giving Business Customers the Power to Publish
Blue Cross Blue Shield of Massachusetts (BCBSMA), a not-for-profit health insurer that provides coverage to 2.4 million members, was looking to automate the content management process for a section of BlueWeb, its corporate intranet. With considerable content to be managed and few internal resources, the company relied on outside vendors to code new areas on the site so that business units could publish their own content, leading to high operational and development costs. The company engaged Molecular to implement a solution that would automate internal processes and reduce labor costs.

A Secure, Convenient Portal:  The Cure for BCBS's Member Service Inefficiences
Struggling with a large and costly customer service operation, Blue Cross Blue Shield of Massachusetts (BCBSMA) needed to find a way to give members autonomy over their account information — which would keep the insurer competitive with the latest service advances in the health insurance industry and reduce costs associated with the member service operation. BCBSMA also wanted to ensure the informational and visual designs for the new application would be consistent with BCBSMA’s existing site, as well as integrated with backend systems already in place.