* The problem:CSRs for South Carolina Blues plan had difficulty retrieving customer information, and customers calling in had to repeatedly give their account IDs.
* The Solution:
BCBSSC developed a customer-service "engine" that aggregates and automates data across the enterprise and displays it to CSRs' computers in a browser-based interface.
* The results:
CSR training time has been cut by 50%, CSRs can access key customer data in 5 frames or less and within 10 seconds.
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