Most companies can fix a problem once they know where the problem originates, but what if a company doesn't realize where the problems are taking place or whether a problem even exists? Blue Cross and Blue Shield of Minnesota decided it needed to deal with response-time issues for agents, call centers, and policy-holders seeking information from the Blue Cross Web site, correcting problems before they mushroom.

"We had a lot of tools that could tell us what was going on in our environment once we knew we had a problem," says David Thomas, senior director of technology support for Blue Cross. "But what we found was if we got a call that told us we had a response-time issue, we ended up having to look at all the different components of the infrastructure to find out what was going on." What the insurer wanted, however, was to be able to look quickly at one tool and assess how response time was being affected.

Finding the source of problems was an ordeal, admits Thomas. IT staff would sift through some of the more complex applications when an issue was brought up by one of Blue Cross' customer service representatives or claims examiners.

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