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Case Study

Kaiser Permanente: $100M in Savings Over 10 Years

Highlights

  • 90% First call resolution rate
  • 20% Improvement in call handling time
  • #1 for healthcare customer service according to J.D. Power and Forrester Research
  • $100M savings over 10 years

The Business Issue

Kaiser Permanente, with over 30 call centers for its 6.5 million members in California, wanted to improve customer satisfaction. Kaiser was challenged with a legacy and fragmented customer service system. CSR’s spent 60% of their time having to navigate to other systems to get required information in order to close out a request. Additionally, their IT infrastructure for the call centers offered limited integration to necessary back-end systems and customer service agents lacked common tools such as call scripting, automated documentation, streamlined workflow, and reporting. To address these issues, Kaiser envisioned a new system to improve operational efficiency, enhance customer service and reduce costs simultaneously.

The Solution

After a rigorous vendor evaluation, Kaiser selected Pega’s “Build for Change” technology to achieve their strategic vision. CHATS was successfully launched on Pega’s Customer Process Manager solution providing a fullyintegrated, unified platform to improve customer service and reduce operating costs. The CTI enabled program was implemented on-time and integrated with 11 backend systems. The new system enabled Kaiser to meet their strategic objectives including: leveraging BPM best practices, simplifying the overall workflow, creating a common design across all call types, and allowing the service team to stay focused on the customers.

The Results

Kaiser’s Customer Service team started seeing results almost immediately after the implementation. The new intent-driven system improved consistency and user satisfaction while reducing training. The key metric known as Call Handling Time began to improve and within six months showed a 20% improvement. A short time thereafter, Kaiser achieved their goal of improving their First Call Resolution Rate to higher than 90%. The group also noted faster documentation, easier reporting and more efficient handoffs with the new system.

  • Healthcare
  • Customer Service

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