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[\/vc_column_text][vc_row_inner el_class=”flexing__section”][vc_column_inner][vc_column_text]Improving the Members Experience at CalPERS, Government Service Centers with Virtual & Physical Queue Management System.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_single_image image=”43778″ img_size=”full” alignment=”center”][vc_column_text]What\u2019s Next: With Wavetec Virtual Queueing System analytics, CalPERS is now ready to start taking actions to further improve the members experience at their service centers.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n
[\/vc_column_text][vc_row_inner el_class=”flexing__section”][vc_column_inner width=”1\/2″][vc_column_text]California Public Employees\u2019 Retirement System or CalPERS is an organization based in the United States that builds retirement and health security for California state, school, and public agency members. They manage the largest public pension fund in the US.<\/p>\n
CalPERS manages pension and health benefits for over 1.5 million California state public employees, retirees and their families.
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True to its Core Values and Guiding Principles, CalPERS was looking for initiatives to exceed members’ needs and expectations at their main service center located in Sacramento, California. This lead to the initiative to renovate their customer flow management system to:<\/p>\n
It can\u2019t be easy to manage the accounts of over 1.5 million members in one state so CalPERS was looking for a solution where it could service as many CalPERS members as possible at a time while reducing wait times simultaneously. For this, they reached out to Wavetec.[\/vc_column_text][vc_single_image image=”43792″ img_size=”full” alignment=”center”][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n
Wavetec had the perfect solution for the challenge that CalPERS was facing. We outfitted their locations with a complete hardware, software solution in a hybrid configuration. The following modules were deployed:[\/vc_column_text][vc_row_inner][vc_column_inner width=”1\/2″][vc_column_text]<\/p>\n
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To reduce negative experiences, Wavetec offered CalPERS members two options to choose from:<\/p>\n
Virtual appointments are only available through the web ticketing system where a representative from CalPERS gets back to the members virtually.
\nMembers receive SMS text messages, as well as email confirmations of their appointment and a physical ticket is also available if they\u2019re present physically at any CalPERS location.
\nAt the end of their visit or transaction, members receive a feedback request via SMS and email to learn more about their experience and how it may be improved further.<\/p>\n
CalPERS was also looking for some additional custom features which we were more than happy to help develop. They wanted a cohesive solution which wouldn\u2019t require much input, if any, from their end and we obliged.<\/p>\n
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CalPERS was notably impressed with Wavetec\u2019s reporting tools and they were very pleased with how seamless the experience was for them and for the end user as well.
\nAdditional benefits of Wavetec\u2019s Customers Experience solutions include:<\/p>\n
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