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| Kaiser Permanente |
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| Key Communications Link - SoundCare connects callers to Kaiser,
building loyalty to “Thrive”. |
| Ideal Educational Opportunity - With 99% of Kaiser’s interactions over
the phone, SoundCare provides
important information for members. |
Increased Productivity
-With
SoundCare messages, members are
not frustrated or angry when a Kaiser
customer service representative
comes on the line, enabling the
representative to satisfy the needs of
the caller more quickly. |
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| “We provide good customer service in our call centers because our
messages are consistent and give our members important health
information that further enhances their overall experience with Kaiser.” |
Robb Munson
Vice President, Health Plan Administration for
Southern California |
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| “We have been able to build loyalty to our
‘Thrive’ campaign by ensuring our members
feel valued while they wait on hold.” |
Robb Munson
Vice President, Health Plan
Administration for Southern California |
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| KAISER PERMANENTE |
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Positive Caller Experiences Thrive with SoundCare
at Kaiser Permanente |
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Today, consumers want to set the course for
their own healthcare plan. So, Kaiser
Permanente is putting consumers at the helm
and giving them the power to make positive
life-long changes.
Kaiser’s current “Thrive” campaign is a
powerful concept, offering members vital
information to help them make better lifestyle
and healthcare choices. Kaiser will continue to
rely on SoundCare, as they have for many
years, to serve as an important conduit to this
information for members calling into Kaiser
call centers. |
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Building loyalty
For over 7 years, Kaiser has employed
Vericom’s SoundCare on hold and in queue
communications solutions to inform callers
and enhance their experience in several of its
appointment and advice call centers in the
Southern California region. As a result,
SoundCare is ideally positioned to connect
Kaiser’s members with the pertinent
information they need to “Thrive”.
“Supplementing print and media campaigns
with audio messaging has enhanced our
members’ experience by helping them learn
more about ‘Thrive’,” says Robb Munson, Vice
President, Health Plan Administration for
Southern California.
Kaiser members respond favorably to
SoundCare. They enjoy listening to the
messages and find the health information very useful. “We have been able to build loyalty to our
‘Thrive’ campaign by ensuring our members feel
valued while they wait on hold,” adds Munson. |
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Enhancing customer service on a larger scale
Ninety-nine percent of Kaiser’s interactions occur
over the phone. And with more than 8 million
calls a year, Kaiser continually seeks ways to
improve each member’s experience. Although
Kaiser takes care to avoid placing callers on hold,
it knows that hold time presents not only an ideal
educational and marketing opportunity, but a
customer service opportunity as well. Therefore,
Kaiser provides callers with information they find
valuable, enriching their overall experience.
Enhancing a member’s experience during the call
is key to Kaiser’s branding efforts. “Branding is
big for us, and our messages let our members
know we value them. Callers will hold longer if
they are given important information that is
appropriate for them,” adds Munson.
SoundCare also enables Kaiser to handle phone
calls expeditiously. With SoundCare messages,
members waiting on hold at Kaiser’s call centers
have a better experience. This means they are not
frustrated or angry when a Kaiser customer service
representative comes on the line, enabling the
representative to satisfy the needs of the caller more
quickly. “We work hard to always ensure a positive
phone interaction with our members. This presents a
win-win situation for both Kaiser and our callers,”
says Munson. |
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Strengthening connections
As Kaiser continues to add new SoundCare sites, it
plans to get even closer to callers in promoting its
“Thrive” campaign. “I see a direct connection
between the on hold experience of our members and
our ‘Thrive’ campaign,” says Munson.
Focusing on the total health of the consumer is what
“Thrive” is all about. SoundCare will continue to play
a large role in this and future Kaiser endeavors, by
providing a key communications link between Kaiser
and its members.
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