Transforming Healthcare The Future is Now!
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1 COLLABORATIVE HEALTHCARE SUMMIT 2012 Transforming Healthcare The Future is Now! Wednesday October 24, 2012 Boston, MA 1
2 COLLABORATIVE HEALTHCARE SUMMIT 2012 How Leading Organizations Optimize the Customer Experience and Automate Operations 2 Alan Trefler CEO and Founder October 24, 2012
3 Tsunami of Changes in Healthcare Unsustainable Cost Increases Customers More Demanding New Delivery Models Benefit - Shifting Models Healthcare Reform Social Media Government Regulations Aging Population Legacy System Limitations 3 Consumers More Educated New Payment Models Tough Economy
4 Optimize Customer Experience DRIVE REVENUE 30% REVENUE GROWTH ENHANCE EFFICIENCY 40% PRODUCTIVITY GAIN ENGAGE CUSTOMERS 5 POINT RETENTION STREAMLINED ACCOUNT OPENING AND ON-BOARDING DOUBLED MARKET SHARE IN ONE YEAR ENABLED MULTI-CHANNEL CROSS-SELL, UP-SELL ENROLLED 1 MILLION CITIZENS IN 6 MONTHS DRAMATICALLY IMPROVED SUPPLY CHAIN EFFICIENCY CONSOLIDATED FIVE CALL CENTERS INTO ONE CREATED ONE CLAIMS PROCESS AROUND THE GLOBE ENABLED AGILE ENTERPRISE ORDER ORCHESTRATION RAISED CUSTOMER SATISFACTION 40% SAVED $25M & IMPROVED CUSTOMER SATISFACTION RETAINED ADDITIONAL 4% OF MOST VALUABLE CUSTOMERS IMPROVED SERVICE LEVELS TO INCREASE CUSTOMER LOYALTY 4 Automate Operations
5 Optimize Customer Experience Intent Data Process Why/What + + Who When/Where/How High Definition Automate Operations
6 Oriented Customer Architecture TM (COA) Understand me Archaic Development CROSS-CHANNEL CROSS-SILO EFFICIENCY Meet my needs Execution Gaps Chaotic Processes Make it easy! Ineffective Systems SERVICE ORIENTED ARCHITECTURE (SOA) Infrastructure (App Server, Database, etc.) LEGACY APPLICATIONS 6
7 1 Directly Capture Objectives Empower Change & Collaboration Familiar business metaphors accessed through a web browser Easy forms guide & protect users Working models replace paper specs & requirements 7
8 Customer Oriented Architecture TM (COA) CROSS-CHANNEL CROSS-SILO EFFICIENCY Archaic Development 1 DIRECTLY CAPTURE OBJECTIVES Execution Gaps Chaotic Processes Ineffective Systems SERVICE ORIENTED ARCHITECTURE (SOA) Infrastructure (App Server, Database, etc.) LEGACY APPLICATIONS 8
9 2 Situational Layer Cake Align Customer and Business Intent Request Modify care programs to cover more visits in New York for Commercial Members 9
10 Customer Oriented Architecture (COA) CROSS-CHANNEL CROSS-SILO EFFICIENCY Archaic Development 1 DIRECTLY CAPTURE OBJECTIVES Execution 2 Gaps SITUATIONAL LAYER CAKE Chaotic Processes Ineffective Systems SERVICE ORIENTED ARCHITECTURE (SOA) Infrastructure (App Server, Database, etc.) LEGACY APPLICATIONS 10
11 3 6R Case Automation Drive Work to Done Productivity & Quality Alerts Model & Simulate Open Database Anticipatory Retrieval Adaptive Analytics Skill Based Routing Cases & Folders Priority Tailored Interactions Next Best Action Imaging Telephony Automated Transactions System-Driven Processing Multi-Channel Web Services Guided Processing 11
12 Skill Based Routing Cases & Folders Model & Simulate Priority Imaging Multi-Channel Productivity & Quality Alerts Open Database Telephony W eb Services Anticipatory Retrieval Guided Processing Adaptive Analytics Automated Transactions Tailored Interactions Next Best Action System-Driven Processing Customer Oriented Architecture (COA) Archaic Development 1 DIRECTLY CAPTURE OBJECTIVES CROSS-CHANNEL 2 CROSS-SILO EFFICIENCY HEALTHCARE PROCESSES Execution Gaps SITUATIONAL 6R CASE LAYER CAKE Chaotic Processes 3 AUTOMATION Ineffective Systems SERVICE ORIENTED ARCHITECTURE (SOA) Infrastructure (App Server, Database, etc.) LEGACY APPLICATIONS 12
13 Optimize Customer Experience Intent Data Process Why/What + + Who When/Where/How 1080 High Definition 13 Automate Operations
14 Optimize Customer Experience 14 Automate Operations
15 $100 MILLION IN SAVINGS AND 20 POINTS AHEAD OF INDUSTRY IN CUSTOMER SERVICE BUSINESS GOALS Improve operational efficiency to enhance customer satisfaction and reduce costs Streamline workflow and provide user guidance Support real-time personalized healthcare Integrate and deliver critical information to improve member interaction RESULTS 90% FIRST CALL 20% IMPROVEMENT resolution rate #1 FOR HEALTHCARE CUSTOMER SERVICE by J.D. Power and Forrester Research 20% REDUCTION in training time in Call Handling Time $100M SAVINGS over 10 years CHATS represents a major step forward to boost customer and member satisfaction and raise the service, quality, affordability and work environment of Kaiser s contact centers. 15 Trenita R. Ward VP California Member Service, Call Centers
16 Leadership Through Client Success # IN BPM 1 BY GARTNER AND FORRESTER PEGA PEGA # 1 BY FORRESTER IN CASE MANAGEMENT PEGA LEADER IN CRM BY GARTNER AND FORRESTER PEGA PEGA 6 YEARS OF REVENUE GROWTH >25% Multiple patents and awards for software innovation Growing global alliance partners network Over 2,000 staff worldwide $212 $162 $100 $126 $264 $337 $ Revenue in $M 2012 Pegasystems Inc. COLLABORATIVE HEALTHCARE SUMMIT 2012
17 Real Business Value in 90 Days Enablement & Partners Drive Fast Results CROSS-CHANNEL CROSS-SILO EFFICIENCY AUTOMATION CASE MANAGEMENT Execution Gaps SERVICE ORIENTED ARCHITECTURE Infrastructure (App Server, Database, etc.) LEGACY APPLICATIONS 17
18 Build for Change Pega software revolutionizes how leading organizations optimize the customer experience & automate operations 18
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