A mail-order pharmacy has automated prescription reminders and improved its customer experience with help from VoltDelta.
Rx Outreach, a US-based mail-order pharmacy, provides both branded and generic medications to those in need. It also assists in creating healthy communities by reducing the cost of prescription medications.
The solution
The pharmacy has deployed a cloud contact centre solution from VoltDelta to improve their customers’ experience across multiple channels of communication.
The solution includes an Interactive Voice Response (IVR) that delivers cost savings, as well as call plus agent screen recording, which captures every agent and IVR interaction.
The solutions also includes IVR prompts and dialogues that dynamically shift based upon contextual knowledge of each customer, such as whether they recently placed an order, are up for re-enrolment, or other activity.
The pharmacy also plans to deploy WhisperTel technology to reduce the need for agents to ask callers to repeat information, by delivering a brief recording of what a customer is seeking to the agent just prior to transfer from the IVR.
The results
- The IVR solution has led to increased voice self-service automation of between 32% and 36% of calls every month, within an environment that adheres to HIPAA and PCI security requirements for safe handling of personal information and credit cards when processing prescription orders.
- The outbound calling application for prescription refill reminders, or to notify when an order has shipped, has reduced inbound calls and has contributed to an increase in prescription fulfilment.
- The pharmacy can self-modify IVR prompts and dialogues so that they can quickly adapt to customer inquiries.
“Rx Outreach needed a communications infrastructure that would allow us to more effectively reach and respond to a population of clients that deserves but sometimes feels that they do not get exceptional customer care,” said Jeff Clark at Rx Outreach. “We selected VoltDelta’s cloud contact center solution to help us deliver outstanding service to our patients and partners. The deep expertise of their personnel supported us from inception to deployment with creative solutions that integrated well with our systems and helped us realize significant cost savings.”
Terry Saeger
“The use of our own technology for core ACD and call recording means that we can provide creative customer care solutions at rather unique price points within a cloud-based service,” said Terry Saeger at VoltDelta. “This enables VoltDelta to support Rx Outreach’s goal of delivering exceptional customer care within the framework of a non-profit organization.”
For more information about VoltDelta, visit their website.
Author: Megan Jones
Published On: 18th Feb 2015 - Last modified: 22nd Mar 2017
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