Blue Cross & Blue Shield of Rhode Island Improves Well-Being Of 600,000 Healthcare Customers through Technology and Managed Services

Share Article

Ocean State’s Leading Health Insurance Provider Partners with Carousel Industries to Create “As a Service” Model to Future Proof Its Customer Service

“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,” said Paul Loveland, Managing Director, Information Services Operations, BCBSRI.

Carousel Industries, a leading provider of communication and network technologies and managed services, has been selected by Blue Cross & Blue Shield of Rhode Island (BCBSRI) to transform the company’s IT infrastructure and network support and provide managed services 24x7x365.

As part of a long-term strategic plan designed by BCBSRI’s Managing Director, Information Services Operations, Paul Loveland, BCBSRI and Carousel are implementing new voice and networking solutions aimed at creating a more nimble organization and dramatically improving the organization’s ability to deliver world-class service to more than 600,000 customers state-wide.

“Our corporate mission is to improve our members’ quality of life by facilitating their access to affordable, high-quality healthcare,” said Loveland. “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 When IT infrastructure becomes outdated, it acts like a spider web and makes everything slower and more complicated.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

As the principal managed services provider responsible for overall design, implementation, and ongoing management of the network infrastructure at BCBSRI, Carousel's initial focus will be on delivering all networking and telephony support – from purchasing to implementation, to maintenance and support, to decommissioning, and architecture and assessment around all voice and networking solutions.

Carousel has already initiated work on this project, updating portions of the network infrastructure, allowing for enhanced network performance at a reduced total cost of ownership. 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, the existing IT staff at BCBSRI will derive greater value by working with the business units to improve BCBSRI’s healthcare benefits delivery to their customers. This approach drives cost savings and keeps the technology at the forefront of delivering unparalleled customer service.

“Carousel is thrilled and honored to be working with the premier health insurance provider in Rhode Island," commented James Marsh, Chief Revenue Officer, Carousel Industries. "Working with a visionary like Paul Loveland truly challenges our team to take its capabilities to the next level. 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."

About Blue Cross & Blue Shield of Rhode Island
Blue Cross has been providing superior health insurance to Rhode Islanders for more than 75 years. The state’s leading health insurer, Blue Cross covers more than 450,000 members. As the company works to support the national and local laws of healthcare reform, one thing is certain: Blue Cross is committed to helping Rhode Islanders meet their healthcare needs by positively impacting both the quality and cost of healthcare in the state.

About Carousel Industries
Carousel Industries is a recognized leader in helping organizations evolve the way they communicate and orchestrate the flow of information throughout their networks. Carousel enables clients to connect and collaborate the way modern IT users demand and advance from their current network infrastructure to meet tomorrow’s standards. With deep expertise across a vast portfolio of communication, network, and security technologies, Carousel is able to design, implement, and support solutions tailored to meet the unique needs of each customer. By offering professional and managed services with flexible deployments in the cloud, Carousel ensures clients achieve agility and utilize technologies in the way most effective for their business.

Since 1992 Carousel has grown by an average of 30 percent annually and today has more than 6,000 customers, including 35 of the Fortune 100. The company has been widely recognized by multiple leading industry publications and consortiums as a top technology partner, managed service provider, and cloud solution provider. It has made the Inc. 500/5000 list of the fastest-growing privately-held companies in the U.S. seven times overall. Headquartered in Exeter, RI, Carousel has more than 1,000 employees working in 30 locations across the U.S. For more information on Carousel’s Public Safety Practice, please visit:

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Kirsten Paragona
Visit website