Customer Case Study – HealthcareIVR-Managed Promotion Helps Healthcare Group Increase Call Volumes by 300%

Executive Summary

Industry

Healthcare

Business Challenge

  • Decrease busy signals, reduce call blocking and increase awareness during peak call periods generated by promotional campaign.

Solution

  • FDVS provided a set of IVR solutions for the healthcare industry designed to greet callers, collect their information and send them a brochure.

Results

  • IVR solution allowed call volumes to increase by 300%
  • FDVS eliminated all call blocking and busy signals
  • Successfully captured caller information, ensuring accurate fulfillment and customer satisfaction.

Challenge

An association of more than 6,000 member physicians needed a promotional program to encourage frequent and chronic heartburn sufferers to see their doctors regarding potential diagnosis of a more serious illness.

The group asked First Data Voice Services (FDVS) to develop a strategy to significantly decrease busy signals, reduce call blocking and increase awareness during peak call periods generated by the direct response campaign.

The solution also needed to be capable of responding to a high volume of calls prompted by a nationwide television advertising campaign.

Solution

FDVS provided the client with an interactive solution that collected information from callers, provided information based on the symptoms described and linked to mail fulfillment of additional printed materials.

An automated system greeted callers and took demographic, symptomatic and contact information.

FDVS transcribed the data file and forwarded callers a medical information brochure that included a list of available physicians located in the respondents’ geographic area.

Results

The IVR-managed promotion allowed call volumes to increase by 300% during the campaign period.

FDVS eliminated all call blocking and busy signals.

In addition, FDVS successfully captured the names and addresses of respondents, ensuring accurate fulfillment and satisfying respondents’ needs.

For More Information

To discover how First Data Voice Services can help you find flexible, affordable IVR solutions that satisfy your customers, call 800-428-2400 and ask for the sales department.