Case Studies - Kaiser Permanente

Pamet Develops Routing Strategies and a Custom Reporting Solution.

Challenge

Founded in 1945, Kaiser Permanente is the largest nonprofit health plan in the US. They currently serve 8.2 million members across 10 states, and are headquartered in Oakland, California. Customer Contact centers are located across the country, in each of the regions served by the company.

Kaiser’s primary business objective was to offer its customers the option of using a wider range of automated services to complete their inquiries, provided by the Interactive Voice Response system (IVR). To achieve this objective, Kaiser Permanente chose the Genesys GVP and Enterprise Routing Solutions. Also, to collect and present relevant customer reporting data across nationwide call centers, Kaiser decided to implement a Custom Reporting solution, based on Crystal Enterprise Server and Genesys Call Concentrator.

Pamet's solution

Kaiser Permanente adopted their Comprehensive Delivery Process (CDP) as the standard and made it mandatory throughout the project phases. Following CDP reaped many rewards during the project, but at the same time required the engagement of highly skilled consultants familiar with the methodology. It was Genesys’ challenge to engage such resources, and they opted to look for an adequate partner company that could support them with CDP like methodologies expertise and the ability to engage skilled consultants across multiple sites at the same time.
Genesys’ decision was Pamet. Pamet was engaged for Infrastructure-Architecture analysis, GVP installation and configuration, Routing Strategies design, and Custom Reporting Solution development. Starting in May 2003., Pamet was able to complete the project by October, which enabled Kaiser Permanente to complete post deployment activities and actually place the solution in service before the end of the year.
During the engagement, Pamet delivered Infrastructure-Architecture CDP documentation, as well as comprehensive project documentation, covering all project phases including GVP installation and configuration, Custom Reporting Solution and Routing Strategies.

Benefits to the Client

With help from Pamet, Kaiser achieved its primary business objective, and offered its customers a wider range of automated services. Completing more transactions within the IVR system reduces the number of agents and supporting staff required to otherwise handle those calls, significantly reducing costs.

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