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News : Kaiser Permanente and SSB Work Together to Improve the Customer Experience
Nashville, TN, USA, Nov 12, 2015 -- Kaiser Permanente, a nonprofit integrated health plan provider, has enlisted the help of SSB to create a solution that would improve their overall customer experience by allowing cross functional teams to collaborate more efficiently. Working together with SSB, the Customer Experience Portal (CEP) was created. The CEP was designed to help Kaiser Permanente consolidate customer data records and incidents from disparate systems into a central repository to provide a single customer relationship record. The creation of user friendly reports and views enabled data-driven decision making at all levels from the front line to the executive level. CEP also includes a work tracking tool for employees.
The Customer Experience Portal has allowed Kaiser Permanente to provide the best service possible to their customers each and every day. The user friendly reports and ability to collaborate across teams efficiently grants Kaiser the ability to respond to customer needs in a quick and timely fashion. This portal has been a huge success for Kaiser Permanente, and SSB is thrilled to be partnered with SSB.
"By using tools such as SharePoint and SQL Server and by partnering with SSB, we've gained critical insights and made substantial gains in being able to monitor, manage, and improve the customer experience."--Tania Zeigler, Kaiser Permanente
"SSB is excited to be a part of Kaiser Permanente's focus on delivering a superior product to customers. By transforming the business process through the use of technology, SSB has established the means for KP to be proactive in meeting their customers' expectations."-- Kurt Backes, SSB
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Kaiser Permanente
About Kaiser Permanente:
Kaiser Permanente is an integrated managed care organization, based in Oakland, California, United States, founded in 1945 by industrialist Henry Kaiser and physician Sidney Garfield. Kaiser Permanente is a consortium of three distinct groups of entities: the Kaiser Foundation Health Plan and its regional operating subsidiaries, Kaiser Foundation Hospitals, and the autonomous regional Permanente Medical Groups.
Published: Monday, November 16, 2015