Canada
Puerto Rico
USA
Belgium
France
UK
India
Client Background
The client is a leading BCBS Payer offering services to more than 17 million members.
Client Need
The client faced two key challenges with their existing system.
Although the system enabled agents to assist customers with health plan selection and enrollment, users faced significant delays in receiving responses from agents, which affected both the customer experience and overall efficiency
Server downtime needed for content updates negatively impacted agility and efficiency
Solution
We employed a holistic approach to address these challenges.
Improved Agent Search: Optimized agent search functionality by implementing batch size adjustments and leveraging Hibernate features
Dynamic Content Updates: Eliminated server restarts for content changes by implementing a Spring Config Server, allowing applications to refresh properties
Realized Benefits
The implementation of the solution yielded significant benefits, including:
Improved user experience by significantly reducing the time to find available agents.
Dynamic content refresh capabilities empower the business team to deliver timely offers and information to users.
Tools & Technologies
Java
Spring
Spring Boot
Spring Cloud
Backbone. JS
React JS
Pivotal
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