Premera Blue Cross | Live in 90 days. Zero downtime. No retraining.
Learn how Premera improved member communications through secure Genesys Cloud integration.
Background
Premera Blue Cross, a leading health plan in the Pacific Northwest, provides comprehensive health benefits and tailored services to more than 2.8 million people. Like many organizations in regulated industries, Premera is deeply committed to member privacy, secure communication, and exceptional service experiences.
The Challenge
Premera faced an urgent situation: its incumbent secure messaging solution did not integrate with Genesys Cloud, creating a critical barrier to streamlining member interactions across digital channels. While the existing system functioned, it could not support the organization’s next phase of customer experience modernization.
Key Needs
- Enable secure communications without disruption.
- Maintain continuity for CSRs with no retraining required.
- Launch a compliant solution under an extremely tight timeline.
The Solution
Premera selected DataMotion to rapidly implement a secure, integrated messaging solution that matched—and ultimately surpassed—its legacy setup.
Secure Message Center
Low-code widget embedded directly into the member portal.
Smart Secure Forms
Structured data collection to improve accuracy and routing.
Genesys + Dynamics 365 Integration
Streamlined agent workflows.
Compliance
Okta SSO + full HIPAA/HITRUST adherence.
“The ability to go live in record time, without any impact to our customers, was critical—and DataMotion made it happen.”
— Cody Stolz
Senior IT Program Manager, Communication, Collaboration, & AI
Premera Blue Cross
Implementation at Speed
DataMotion partnered closely with Premera’s technical and customer service teams to:
- Deliver a full end-to-end solution rapidly.
- Mirror existing workflows to eliminate training needs.
- Embed secure forms into SMC to streamline inquiries and enhance routing.
- Expand post-launch integrations to support long-term CX goals.
- Leverage low-code flexibility to scale to new lines of business quickly.
- Simplify deployment with a widget that was easy to embed, configure, and manage.
“We came to DataMotion for one thing—but once they understood our workflow, they were able to recommend solutions that added immediate value, like structured forms that made agent routing more efficient.”
— Cindy Pulido
Product Owner, Contact Center
The Results
First 48 Hours Post Launch
- 600+ secure messages/day exchanged in the first month.
- 1,000+ member logins to the new portal experience.
- Zero technical issues reported.
- High Client Satisfaction.
First Month
- 6,000 secure messages exchanged in the first month.
- Zero downtime at go live.
- Full compliance with industry security mandates.
- Future-ready foundation for continued customer experience innovation.
Member Experience Highlights
Since launch, Premera has reported a surge in positive member feedback regarding faster response times and improved accessibility. Members now receive responses the same day—often within hours—compared to delays under the legacy system.
Member comments from service excellence surveys:
- “I was happy that my message was addressed very quickly.”
- “Rapid response and I was sent the correct information.”
- “Excellent responsiveness and customer service.”
This improvement in responsiveness and transparency has helped boost overall satisfaction and strengthen member trust.
“We couldn’t have done this without DataMotion’s support. Their responsiveness made all the difference.”
— Cody Stolz
Why It Matters
Secure, efficient communication is mission-critical in regulated industries. Whether managing healthcare member interactions, insurance claims, or sensitive customer data, organizations can’t compromise on compliance, speed, or reliability. Premera’s approach—modernizing without disruption, integrating seamlessly with existing workflows, and maintaining full compliance—demonstrates a blueprint that works across regulated industries. The result: improved member/customer experience and operational efficiency for a plan serving 2.8 million people.
Quick Summary
“Many teams transitioning away from batch-style email processing see immediate operational gains: secure messages route directly into contact center workflows and are resolved far faster.”
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Let’s Talk
Curious how you can modernize without disruption?