In the midst of financial difficulty, Empire Blue Cross and Blue Shield, New York State’s largest health insurer, renewed its business vision to focus on customer service. It has has now introduced four customer-focused self-service portals, targeting the needs of members, physicians, brokers, and employers. Customers actually interact with Empire’s consolidated enterprise system as necessary while doing their business online. Thus Empire has achieved the “Holy Grail” of claims and membership processing--Web-enabling individual business transactions in real time.