Alteryx enables Kaiser Permanente to undertake fast analysis of current social data and make the best decisions to help their customers. Once data is available and analyzed, the team can see real stories about their customers’ experiences and how they can help.
Hall shares an example about how Kaiser Permanente used Alteryx for social media monitoring. Recently, a user with more than half a million Twitter followers tweeted that he had lost his Kaiser account and couldn’t get it back. About an hour after the member tweeted, Kaiser Permanente’s social media unit was alerted and reached out to help. The customer responded and his problem was resolved the next day because Hall had the proper infrastructure in place to allow the social team to respond quickly. The member’s social followers saw Kaiser’s quick action and resolution to the problem, which turned a potential negative situation into a positive one.
Hall explains, “Because of the tools that we have, we can see data, we can analyze data, and we can get the information to the managers who need to make a decision. And ultimately, that’s the point of our work. That’s the point of analysis — to give managers who make decisions better data so that they can make better decisions.”
The social team is now empowered to have significant impact, and Hall knows that the best impact will come from fast response time in social media. He did some research and found that most tweets come in after business hours when the social team was offline. Based on the results of his analysis, the social unit changed their hours of operation to be able to respond faster to activity that occurs after regular business hours. Hall plans to continue to build Kaiser Permanente’s analytical infrastructure to allow them to be proactive in responding to customers via social media. Kaiser looks forward to unleashing the full power of Alteryx. Hall says, “The Alteryx software has really helped us at KP get inspired from social data and we’re really looking forward to the future.”