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Optimizing Service Cost and Improving Customer ExperienceGreg HallDirector, AnalyticsMember Services Contact CentersKaiser Permanente

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Kaiser Permanente A $53B integrated health system focused on prevention

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Kaiser Permanente Founded in 1945, now has over 9.3M members in nine states

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Kaiser Permanente Comprised of insurance plans, hospitals, and medical centers

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Kaiser Permanente Largest integrated store of electronic medical records

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Kaiser Permanente Our cause is health

Our passion is serviceWe’re here to make lives better.

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Member Service Contact Centers AnalyticsA small team equipped to deliver big results

Equipped with:• An effective rapid analytics process • Tools: Toad, Alteryx, Tableau• Candid and team-first culture

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Analytics SpeedOur customers have new expectations for speed

• Customers do not only compare our companies to our competitors

• Customers benchmark performance by the best in class regardless across industries

• Analytics teams need to match the speed of the internet

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Rapid Analytics MethodologyDelivering analytics speed requires alignment

• An effective analytics process is required

• The desired outcome is not simply analysis

• The goal is analytical insight that leads to improved decision making and customer satisfaction

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Delivering Analytics Speed

1. Start Simply: Begin with what you have, with the smallest set of data possible

2. Engage Leaders Early: Engage with leaders to share initial insights

3. Enrich the Model Iteratively: Add data elements that can provide meaning in each iteration

4. Emphasize Execution: Shift from analysis to execution as soon as elements of the path forward become clear

Four keys to an effective analytics process

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Start Simply

• Start with what’s accessible• Small data sets facilitate initial speed• Leverage learnings in early iterations to

save time later on

Begin with the smallest set of data possible

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Engage Leaders Early

• Assess leadership “pull” • Assess alignment and depth of analysis

required • Leverage feedback to focus efforts and

avoid wasted effort

Engage leaders early to ensure alignment and confirm direction

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Enrich the Model with Each Iteration

• Use input from leaders and SMEs to inform each iteration

• Leverage Alteryx’s architecture to join additional data sources and iterate through the analyses

• Review each iteration with leaders and SMEs to confirm alignment and expected outcomes

Add data elements to the model and assess relevance

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Emphasize Execution

• Consistently, employees report that execution is a bigger challenge than good planning (or analytics)

• We need to focus on execution to ensure our analysis will translate to customer value

Good Plans vs. Good Execution—Which Needs the Most Attention?Dick Ruhe / September 30, 2013

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Rapid iteration has multiple benefits

• Allows us to start to move forward without waiting

• Allows us to test business level engagement to decide resources to apply

• Allows us to incorporate learning along the way

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Alteryx’s Modular Architecture is Key

• Alteryx’s design drives rapid iteration• Individual tools allow for quick module

assembly, fast changes, and easy additions

• Leveraging previous Alteryx modules and others’ analyses facilitates speed

Alteryx is designed for rapid iteration

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Example 1: Contact Center Volume Drivers

Streamlining the Customer Experience

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Start SimpleWe started with a small set of data

• Started with data that was immediately available

• We analyzed contact volumes across several regions

• We enriched the model and normalized contact volume with customer counts

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Alteryx ModuleAn Alteryx module allowed us to conduct rapid iterations with minimal effort

• Scheduling modules to run saves analyst time in future iterations

• We can quickly add elements to the model

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Engage Leaders EarlyWe asked leaders key questions to assess alignment

• Do the data align with what they are seeing and experiencing?

• Do they have other feedback about the data?

• What issues are they experiencing?• Do the data support their assumptions?• What other data would they like to see?

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Engage Leaders EarlySharing the model with leaders early provided key insight

• By reviewing analysis early we discovered key areas of alignment

• Leaders were most interested in an unexpected area of our analysis

• We saved analyst time by understanding level of analysis required

The 9th most frequent call turned out to be of

immediate importance to a senior leader

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Example 2: Customer Onboarding

Working Across Departments to Optimize Cost and Customer Experience

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Kaiser Permanente Experienced Rapid Growth

• Kaiser Permanente has experienced significant customer growth in 2014.

• Large influxes of customers requires close coordination among departments

• Systems and processes stressed by growth required increased coordination and visibility to data

Rapid growth stresses processes and requires effective internal collaboration

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We Needed a Cross Functional Customer View

• Membership onboarding and customer service data were joined to achieve maximum insight

• Data elements were added with input from SMEs

We blended and analyzed multiple customer data sources

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We Engaged Leaders EarlyWe asked questions to help us decide the next action

• If we continue this analysis, who is in a position to take action?

• What type of action could possibly be taken?

• Do we have the right people involved?

Experts guided the next iterations

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We Emphasized Execution

• Once the needed solution was discovered, we shifted our analytics efforts

• The analytical model now empowers tracking of improvement

We achieved sufficient insight and moved to support solution implementation and benefits tracking

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ResultsOur process is 4X fasterWe expect to realize 3X the cost savings

• We can conduct analysis an estimated four times faster with Alteryx than with previous tools

• Compared to our previous methodology and tools, we expect to deliver three times the cost savings with a rapid iterative analytical process that is fueled by Alteryx

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Summary

1. Start Simple: Begin with the smallest set of data possible

2. Build a Model: Create a model that can be leveraged in future iterations

3. Engage Leaders Early: Engage with leaders to review the iteration

4. Achieve Analytics Insight: Seek input from leaders and SMEs to find meaning in the data

5. Enrich the Model with Each Iteration: Add data elements that can provide meaning in each iteration

6. Focus on Execution: Execute as soon sufficient analysis is obtained

Alteryx enables rapid iterations of analysis

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Thank You