Case Study: Kaiser Permanente achieves $100M in savings and industry-leading customer service with Pegasystems

Kaiser Permanente $100M in Savings Over 10 Years

Kaiser Permanente, one of the largest integrated healthcare organizations in the U.S., faced fragmented legacy call-center systems across 30 centers serving 6.5 million California members: CSRs spent up to 60% of their time navigating multiple systems and lacked common tools like scripting, automated documentation, streamlined workflows and reporting, hurting efficiency and member satisfaction.

Kaiser implemented CHATS on Pega’s Customer Process Manager (CTI-enabled) to standardize workflows, integrate 11 back-end systems and deliver intent-driven guidance to agents. Within months call handling time improved 20%, First Call Resolution rose above 90%, training time fell ~20%, Kaiser earned top healthcare customer-service rankings (J.D. Power/Forrester, ~20 points above industry) and projects $100M in savings over ten years.

Kaiser Permanente

Trenita R. Ward

VP California Member Service