Kaiser Permanente installs new customer management system

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Integrated health plan company Kaiser Permanente has tapped Pegasystems as its new provider for customer management software.

Pegasystems' Customer Process Manager for Healthcare (CPM-HC) will be installed on all desktops in Kaiser Permanente's national call centers. The new installation is expected to achieve higher first-call resolution rates and reduce call times, which executives hope will translate into higher customer loyalty and increased call center productivity. Kaiser Permanente declined to comment for this article.

CPM-HC offers automated work handoffs and case documentation as well as data integration, reporting and analytics. The Kaiser Permanente implementation also features new elements, including process mapping.

Kaiser Permanente serves nearly 8.7 million members in nine states and Washington DC. Of these, more than 2 million are now using My Health Manager online, a service that allows members to access their personal health records online and communicate with their Kaiser Permanente physicians.

Kaiser Foundation Health Plan Inc., Kaiser Foundation Hospitals and their subsidiaries reported total operating revenue of $10.1 billion for the quarter ended June 30, 2008, compared to $9.4 billion in the same period last year. Operating income in the second quarter was $499 million, compared to $877 million in the second quarter of 2007.

Pegasystems' client list includes three of the top five US health plans and more than 50% of the Blues network, representing more than 100 million members.

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