Kurt Backes

For the full article visit:
https://ssbinfo.com/kaiser-permanente-and-ssb-working-together-to-improve-the-customer-experience/
The Customer Experience Portal 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… Show more

For the full article visit:
https://ssbinfo.com/kaiser-permanente-and-ssb-working-together-to-improve-the-customer-experience/
The Customer Experience Portal 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 that allows rapid collaboration and prioritization across 50 plus departments, and over 800 employees.
The Results

-In 2014, by reducing the average handling time for an issue by an average of 35 minutes, CEP will save 8000 to 10,000 FTE hours. At $50 per hour the potential annual savings CEP will deliver is between $400-500K.
-CEP helped reduce the average age of claim issues from 100 days to 7 days, drastically improving communication across departments.
-The average amount of touches it took to resolve claim issues dropped from 20 touches per department to just 4 touches.
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SSB has been selected to migrate and re-architect our client's current SharePoint implementation. This involves building the architecture and infrastructure to manage a Global SharePoint 2010 environment. We are are also responsible for coordinating all branding, change management and testing in order to gain the highest level of user adoption.

SSB entered into an exclusive agreement with Paciolan, Arizona State’s ticketing vendor, to deliver our business intelligence solution created by SSB and Kore Technologies specifically for Paciolan clients. SSB first engaged with the Portland Trail Blazers in 2010 to deliver what is now Ticketing Intelligence for Paciolan.

Business Intelligence for the Paciolan Ticketing System