Assure Health Experienced a 37% Lift in Outbound Calls per Hour
Regal.io helped streamline the patient engagement process, from enrolling leads to ensuring adoption of medical devices. Going forward, Assure Health has the confidence to be able to scale its operation to new patients as they grow.
"Regal.io instantly stopped our calls from being dropped and losing out on millions of dollars in revenue. The journeys have allowed my team to prioritize the next best call for them to engage with patients."
Regal played a pivotal role in helping Assure Health serve their customers better.
Calls Being Dropped
Assure Health's business model is predicated on calling leads that they receive from key partners. Since there is a tight SLA with calling every lead within a short time window, it is important for Assure Health to act on these quickly.
However, Assure Health struggled with calling these leads in a quick manner. With their prior solution PhonelQ, they had issues with calls being dropped as well as leakage in the marketing funnel where prospects would completely stop engaging. Furthermore, there was minimal reporting available and a lackluster integration with Salesforce, which deteriorated the experience for Assure. As a result, Assure Health was letting down the trusted partners that they were working with, and even more so, losing out on thousands of dollars per month in revenue.
Assure Health needed a reliable solution for calling leads that also provided efficiency for their reps.
Regal.io's Outbound Phone Sales Platform
The team from Assure Health looked frantically for a solution to their problems and came across Regal.io. The team at Regal knew that they could solve Assure's call reliability issues right away, but also could help in so many more ways to help them evolve into a sophisticated B2C sales team.
Assure was initially hesitant to trust a new provider after their last provider failed them, but over time came to establish trust with Regal. As a first step, Regal moved Assure onto its Branded Caller ID solution which immediately solved their dropped call issues. Now Assure was able to effectively reach the leads that they had been meaning to speak with.
Upon peeling back further layers, Regal realized that its Contact Center platform would make more sense for helping Assure to achieve its goals of driving additional outbound sales revenue. Within a week, Assure was using Regal's Contact Center platform to successfully and quickly act on their leads. Today, nearly every team at Assure is using Regal.
Growth and Confidence in Scaling the operation
Assure Health instantly saw a 37% increase in outbound calls per hour and 50% lift in tasks per hour after using Regal.io as an outbound calling and task management system. Assure Health has been able to achieve this while maintaining an SLA of <5 minutes to contact a lead.
With Regal.io's outbound calling platform, Assure Health has been able to effectively contact their leads, enroll new patients, and manage ongoing monitoring of patient's adherence with medical devices. Most importantly, they have been able to improve their quality of care with their patient base.
Going forward, Assure Health now has the confidence to be able to scale its operation to new partners as they grow - Regal has played a pivotal role in helping them serve their customers and partners better.
Patient Educator - Patient Educators act in a similar way as sales reps for Assure. Leveraging Regal.io's event-driven functionality, Assure is able to trigger a call when a lead comes in to contact the patient in real-time and collect additional qualification information that qualifies the patient as a Medicare user. With Regal, Assure is able to meet SLAs for contacting leads within a specific time window that are provided by partners.
Patient Navigator - Since Assure begins to bill revenue upon making the first appointment, it's incredibly important to make sure patients attend their appointments. The Patient Navigators use Regal to confirm appointments and medications, bridging the gap between sales teams and doctors.
Customer Success - Assure also gets paid for ongoing usage of its medical devices. In order to further drive this revenue, the Customer Success team calls patients at specific time intervals using Regal to make sure the patients are adhering to their medical device usage on an ongoing basis.
Since Assure Health gets its leads from partners, it is important that the leads speak with specific reps who are trained based on the partner types they can work with. Using Regal, Assure is able to route calls based on the agent skill set and which partner they are able to talk about.
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