In health insurance, accuracy in broker commissions is more than operational—it’s strategic. For Highmark Blue Shield, outdated, error-prone systems and vendor conflicts created major risks. Their legacy platform, run by a for-profit IT vendor, suffered from poor documentation, staff turnover, and payment errors—including a high-profile $1 million mistake.
10,000 brokers and $12M in monthly commissions—with payouts managed on a broken, outdated system.
The situation was complicated by organizational politics: a nonprofit health insurance division relied on IT operations controlled by a for-profit subsidiary. Conflicting methodologies and competing interests caused delays, cost overruns, and growing frustration.
That’s when Highmark empowered Canidium to lead the transition to SAP Agent Performance Management (APM). Leveraging its proven methodology, Canidium reset the project, introduced collaborative testing, improved data handling, and documented every decision for accountability.
The transformation wasn’t just technical—it was cultural. By restoring transparency, aligning business and IT stakeholders, and focusing on data quality, Canidium delivered an error-free implementation that restored broker trust.
“After years of frustration and even a $1 million commission mistake, we needed a partner who could deliver stability and accuracy. Canidium gave us that confidence.”
The results were immediate. UAT finished ahead of schedule, the first commission payout was accurate, and broker complaints dropped. The system now reliably processes about $12 million in monthly commissions for 10,000 brokers. Highmark not only stabilized operations but became a vocal Canidium advocate, even co-presenting at the SAP SPM Summit in Dallas.
In an industry where commission errors can cost millions and undermine broker loyalty, Highmark’s story shows how Canidium delivers accuracy, transparency, and lasting trust.