Blue Cross Blue Shield of Arizona

The Problem:

The Salesforce experience for Blue Cross Blue Shield of Arizona (BCBSAZ) customer service representatives (CSRs) has several inefficiencies and usability issues. These challenges lead to increased handling times, frustration among CSRs, and a suboptimal customer service experience.

The Solution:

Identify pain points in Salesforce and recommend user interface updates to optimize user workflows based on CSR interactions.