Blue Cross of Idaho Cuts Customer Portal Troubleshooting Time by 75%

Blue Cross of Idaho (“BCI”) has served Idaho residents for more than 75 years. As a not-for-profit insurer, BCI partners with employers, providers, and communities to improve health outcomes for its members. Today, the organization supports hundreds of thousands of members, including building and maintaining a variety of digital tools to manage care.

BCI has invested heavily in digital transformation to improve the way members access and experience care. As part of this effort, the engineering team modernized its member portals, but it ran into problems when it came to visibility. If something broke or a member reported an issue, engineers had no easy way to see what happened or how to reproduce it, and debugging relied on guesswork.

This lack of context slowed down issue resolution, but meanwhile, product and engineering teams were being asked to move faster. To keep up, BCI needed a way to diagnose problems quickly, improve how teams shared information, and support secure, auditable digital experiences.

BCI implemented LaunchDarkly as their tool of choice to modernize troubleshooting. By integrating session replay and full-stack observability into their workflow, teams finally had access to a real view of user behavior, including what a member clicked, where they got stuck, and what triggered the problem. Engineers could cross-reference frontend actions with backend logs and pinpoint the root cause of an issue in minutes, without relying on support tickets or recreating scenarios from scratch.

LaunchDarkly application-level monitoring approach meant BCI didn’t need to install infrastructure agents and complex data pipelines. Using their existing OpenTelemetry setup, they were up and running right away after adding the SDK. That simplicity helped teams skip months of setup and start getting value from real session data almost immediately.

With LaunchDarkly, BCI saw immediate gains in both speed and confidence. Engineering teams now resolve member portal issues up to 75% faster, using real session data to trace problems without the back-and-forth of manual triage. What used to take days now takes minutes, and developers can use that recovered time to improve the experience.

The combination of faster troubleshooting and clearer insights has freed up BCI teams to focus on delivering high-quality digital experiences. Missing context and scattered data aren’t part of the picture any longer.