Horizon Blue Cross Blue Shield of New Jersey

The Objective

Horizon Blue Cross Blue Shield of New Jersey (BCBSNJ) faced a major challenge not uncommon to many other growing organizations – IT was plagued with legacy systems that created significant frustrations for its end-users. Employees struggled to determine which system to use to make basic requests, such as password resets or to initiate the on-boarding process for new employees. To fix this issue, the company’s system required consolidation, and most importantly, a streamlined approach to empower its mobile workforce to find answers.

As a result, Horizon BCBSNJ partnered with Linium to devise a strategy to consolidate multiple legacy systems and implement SeviceNow, starting with the development of a front-end self-service catalog to enable employees to order pre-defined, bundled goods and services from not only the IT organization, but other departments beyond IT. 

The Results

By implementing ServiceNow as their front-end self-service catalog, the Horizon was able to quickly realize tangible results, including reducing:

• 150 requests to 55
• Service desk call volume by 30%
• Request fulfillment cycle by 15%
• Manual data entry by 50%

By taking the time to properly define services to include in their self-service catalog and incorporate other business units, Horizon was able to successfully change the perception of IT’s capability to deliver services in a more efficient manner, garnering an increase in customer satisfaction. With the first phase of this project in place, the stage has been set for the Horizon to continue to extend its self-service catalog beyond IT and incorporate services from other business units to further streamline requests. The scalability of ServiceNow has proven to be an ideal platform take the journey to modernization and reach new levels of optimization with real-time dashboards, automation, and chat integration.