Kaiser Permanente: $100 Million in Savings

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. 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.

Kaiser received the J.D. Power Award for Customer Service, and was ranked by Forrester as the highest ranking Healthcare organization for service – outperforming the industry average by 20 points! In addition to the customer satisfaction results, improvements in efficiency, and productivity gains, Kaiser projects $100 million in savings over the next ten years. Based on the program results, along with Kaiser’s satisfaction with Pega’s team & technology, the company is currently rolling-out CHATS to additional regions and has launched several other key initiatives using Pega’s “Build for Change®” technology.