Blue Cross and Blue Shield of Montana

Maintaining legacy systems is one of the challenges facing every company. Blue Cross and Blue Shield of Montana had a legacy mainframe database system that they wanted to add some life to by creating a new GUI front end. Front Desk Software provided the technical expertise to assist their programming staff with this project.

Solution

The solution that was developed was to perform 'screen scraping' to pull the data of the existing mainframe screens, reorganize it and present it in a new GUI front end. Because the front end was Windows based, it provided their customer service representatives ease of use through buttons, menus, drop down lists and scrollable areas on the screens.

This application was rolled out to over 100 customer service representatives and it was estimated that the training time necessary for new reps was cut in half as well as significantly increasing the number of calls a representative could answer in a day.

Blue Cross of Idaho

After completing the project for Blue Cross and Blue Shield of Montana, Blue Cross of Idaho contacted Front Desk Software to assist them with a similar project, to extend the life of an existing legacy system. This was to provide easier use for their customer service representatives and reduce the training time necessary for new reps.

Solution

A smiliar screen scraping methodology was used to provide Blue Cross of Idaho the solution they needed. It was estimated that after implementation the customer service representatives went from answering around 45 calls per day to answering an average of 80 calls per day. It was also estimated that the training time necessary for new reps was cut by over half.