Blue Cross and Blue Shield of Minnesota take control with OpTier BTM

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As the state's largest provider of health insurance, Blue Cross needs to be in constant contact with its customers. Timely responses through the call center and customer service applications are critical, as this interaction forms a key factor for how customers perceive Blue Cross. Blue Cross and Blue Shield of Minnesota needed to reduce the amount of time it took for operators in its call center to query back-end systems for customer information.

After looking at many vendors in the application performance and systems management spaces, OpTier was one of only two vendors selected for on-site installation. Upon installation, OpTier's Business Transaction Management solution immediately proved to be the clear choice for Blue Cross - OpTier BTM was the only product that provided real-time, end-to-end transaction monitoring with the low overhead Blue Cross required in a production environment.

OpTier BTM delivered complete visibility into applications at the individual transaction level, giving Blue Cross insight into performance at all tiers in the technology stack. As a result, customer service improved immediately. With OpTier BTM customers proactively manage service levels, resolve issues quickly and reduce product development lifecycles.

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