Blue Cross and Blue Shield of Minnesota
2003-05-15

Pain-free CRM

By taking the time to integrate data for its online CRM system, a regional health plan has succeeded where other large insurers have stumbled.
Two years ago, John Ounjian, senior vice president and CIO of Blue Cross and Blue Shield (BCBS) of Minnesota, managed to convince General Mills, an $8 billion consumer goods giant, to join his regional health plan on the basis of a promise: He would soon be in-stalling a Web-based customer service system that would let subscribers manage their health benefits online. Subscribers would be able to select health plans tailored to their individual needs and wallets, calculate their own contributions to their coverage, research information on prescription drugs and other treatments, locate participating physicians, and check the status of their claims.

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