Case Study: CalPERS Enhances Member Experience with Wavetec Queue Management

CalPERS improves member experience for 1.5 million members with Wavetec

CalPERS, the largest public pension fund in the US managing benefits for over 1.5 million members, sought to enhance the customer experience at its service centers by eliminating disorganized queues and reducing wait times. To address this challenge and drive operational efficiency, they partnered with vendor Wavetec for a queue management system.

Wavetec implemented a hybrid hardware and software solution featuring a virtual queuing system, digital signage, and an analytics platform. The solution provided members with multiple service options and allowed CalPERS to centrally manage the system. The results included increased member satisfaction, reduced service costs, and smarter data-driven decisions, with CalPERS notably impressed by Wavetec's seamless reporting tools.

CalPERS