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Case Studies

The BTS executive and management team have extensive experience with federal government agencies as well as Fortune 500 organizations. They bring an intimate knowledge of the health care industry – from private sector organizations to government health agencies. Our team members are true practitioners in this space, having all worked on key projects and initiatives for some of the biggest healthcare companies in the industry with a focus on improving the quality of the services delivered to our clients’ customers and beneficiaries.

The BTS management team has supported healthcare insurance plans including Blue Cross Blue Shield companies, government health agencies such as Centers for Medicare & Medicaid Services (CMS), and government health insurance processors such as National Government Services (a division of Well Point).

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Please, click each logo below to learn more about BTS’ work.

Blue Cross Blue Shield of Kansas

The advent of the Affordable Care Act has created the need for private insurance providers to transform the way that they interact with their customers at all phases of the customer life cycle. The need to interact with individuals directly rather than predominantly through corporate benefits staff has meant a fundamental transformation in the approach to customer interactions. Black Turtle Services worked with Blue Cross Blue Shield of Kansas to create and implement a transformational roadmap fully integrated multi-channel sales and service platform to service the expanding individual consumer market. The roadmap considered and prioritized transformational opportunities including customer interaction processes and technology including changes to training, quality, knowledge management, multi-platform integration, and IT infrastructure.

Blue Cross Blue Shield of Kansas

Click ro read the Blue Cross Blue Shield case study

US Department of Agriculture

Providing exceptional customer experiences isn’t always about external customers. The US Department of Agriculture’s Food Safety Inspection Service (FSIS) engaged Black Turtle Services to define the processes and technology required to improve the experience that Food Safety Inspectors have entering their time at the food processing plants they serve. The complex solution had to address a heterogeneous environment that saw dramatic differences in physical plant conditions, number of locations served, availability of internet connectivity, and technology available from one inspector to the next. The proposed solution had to stand up to rigorous standards to ensure time entry validity while being easy-to-use and intuitive for the inspectors.

US Department of Agriculture

USDA case study

Centers for Medicare and Medicaid Services

Standing up a new federal program is a daunting task. Black Turtle Services, as a subcontractor to General Dynamics Information Technology (GDIT), stood up a large contact center from scratch to support a major new federal program. The site ramped up to a peak of over 900 customer service representatives and over 1000 employees total on a compressed timeframe. Black Turtle Services successfully hired and trained this large team as well as developing quality metrics and standard operating procedures to align to GDIT standards and those of the client agency. The team demonstrated a great deal of flexibility to meet rapidly changing hiring and training schedules as well as reacting to a rapidly changing program and adapting training materials and programs to ensure that callers received the most relevant and up-to-date information.

Centers for Medicare and Medicaid Services

CMS case study

Warrior Gateway

Helping improve the experience of America’s veterans as they return to civilian life is a Big Idea. As all Big Ideas do, the Warrior Gateway needed a great supporting team to build the Gateway from a compelling PowerPoint to a Business Plan to a Private Beta Site and finally to a Public Launch. Black Turtle Services has been integral to the definition, design, and development of the Warrior Gateway at every step along the way. The BTS team led the development of an award-winning technology solution, built and refined the Business Plan for presentation to Fortune 500 donors, and managed strategic partnerships with high profile partners like Easter Seals and the Veterans Administration.

Warrior Gateway

Warrior Gateway case study

McGraw-Hill Broadcast

Local media companies – newspapers, radio, network TV affiliates, etc. – have seen their business models transformed in recent years and many have struggled to adapt. When McGraw-Hill’s Broadcast division, comprised of four ABC affiliates, wanted to create a package of digital SMB offerings to expand the inventory they had to sell to what, for them, was a non-traditional customer, they brought in Black Turtle Services to build and implement a plan to serve this market.The BTS team worked with the MHB team to develop a multi-channel approach to selling and servicing numerous small business accounts to ensure that lower revenue customers were adding not only revenue to the top line but profit to the bottom line. The team built online sales and support sites for each local market with scalability to eventually allow for direct purchasing of SMB services.

McGraw-Hill Broadcast

McGraw Hill case study

BusinessWeek: Business Exchange

Central to BusinessWeek’s digital strategy in the wake of declining print advertising rates and the limited advertising inventory available in print and the online version of the magazine was the development of an audience sourced business news aggregation platform called the BusinessExchange. The BusinessExchange, which allows users to build topics of interest to business readers and aggregate content from all over the web to share and discuss represents an exceptional combination of advanced capabilities featuring unique partnerships. Black Turtle Services was an integral part of the innovation and development team for this award winning web platform. The BTS team participated in the product definition and then led a multi-vendor team to develop, test, and launch the site for BusinessWeek. Key to the project was understanding the target user community and ensuring that resulting platform would represent an outstanding user experience.

BusinessWeek: Business Exchange

Click to read the BusinessWeek: Business Exchange case study

CFPB

Black Turtle Services, as a subcontractor to General Dynamics Information Technology (GDIT), is supporting the Consumer Financial Protection Bureau in its mission to make markets for consumer financial products and services work for Americans.  Black Turtle Services employs a team of cleared agents who answer questions and take complaints from consumers related to financial products and services.  This program represents the second significant federal start-up activity that Black Turtle Services has supported after the launch of Healthcare.gov.
Click to read the CFPB case study

USCIS NCSC

In order to support bilingual volume coming in to the US Citizenship and Immigration Services (USCIS) National Customer Service Center (NCSC), Black Turtle Services launched a fully bilingual site in the Rio Grande Valley in Texas.  Our operations team supporting the NCSC providing nationwide assistance to customers calling from within the United States about immigration services and benefits.  The agents employed for this program must pass a bilingual (Spanish/English) testing and receive a public trust clearance from USCIS.  Since joining the program, the Black Turtle team has demonstrated an ability to hit and exceed key program KPIs despite a tight transition timeline.
Click to read the USCIS: NCSC case study

Iggbo

Supporting a fast-growing start-up in the commercial sector across a variety of contact center scalability issuesr while simultaneously delivering large scale federal contact center outsourcing shows the versatility of the Black Turtle Services team.  The BTS team worked hand-in-hand with the existing Iggbo customer service team to create a mirror operations team to enable rapid scaling of operations.  At the same time, the BTS team helped Iggbo mature their contact center technology, improve their processes, and supplement their knowledge base.
Click to read the Iggbo case study