BCBSRI partners with Carousel Industries to transform IT infrastructure

PROVIDENCE – Blue Cross & Blue Shield of Rhode Island has selected Carousel Industries to improve its information technology infrastructure and network support.

Exeter-based Carousel Industries, a provider of communication and network technologies and managed services, will provide managed services 24 hours a day, seven days week, through the three-year agreement.
The agreement is part of a long-term strategic plan designed by Paul Loveland, BCBSRI’s managing director, information services operations. The goal is to improve BCBSRI’s ability to service its more than 600,000 customers statewide.

“Our corporate mission is to improve our members’ quality of life by facilitating their access to affordable, high-quality health care,” Loveland said in a statement. “Therefore, our technology platforms must support our business units and not only continuously reduce costs, but also help improve customer service and positively impact the bottom line.”
“In selecting Carousel as our managed services provider, complete alignment with our vision was critical, as their team has become a seamless extension to ours. When IT infrastructure becomes outdated, it acts like a spider web and makes everything slower and more complicated. Carousel helps BCBSRI unravel that web and be more structured, more nimble and more customer-focused,” Loveland added.
Derek Costa, chief information officer at BCBSRI, said that in assessing BCBSRI’s technology needs, they were “pleased to identify a Rhode Island firm that could support us in our ongoing efforts to improve both our overall operations and the customer experience.” “Our relationship with Carousel is part of our overall commitment to assuring that we are using the right tools to support consistent communications and proactive engagement with both our customers and our clinician partners,” Costa said.
As the principal managed services provider, Carousel’s initial focus will be on voice and networking solutions.
Carousel has already initiated work on the project, updating portions of the network infrastructure. Additionally, Carousel has introduced a predictive dialing application into the contact center for improved customer outreach. As Carousel staff assumes day-to-day operational management responsibilities, existing IT staff at BCBSRI will work with the business units to improve BCBSRI’s health care benefits delivery to their customers. This will result in cost savings and improve customer service, according to a news release from Carousel.
“Carousel is thrilled and honored to be working with the premier health insurance provider in Rhode Island,” James Marsh, chief revenue officer, Carousel Industries, said. “Our goal is to support Paul’s mission to ensure that the right information is delivered in the right format at the right time to BCBSRI’s most valued asset: its customers.”

No posts to display