A major pharmacy benefit management company was looking to increase the efficiency of their customer care and sales program. Specifically, they needed to educate customers on how signing up for a 3-month prescription subscription (say that three times fast…) could save them money.
Alorica was tasked with contacting the majority of customers on the first attempt, along with maximizing ROI and conducting all the calls to keep in line with compliance.
Sleeves were rolled up. It was time to work.
Alorica began by setting up a scoring model that assigned metrics to each customer, allowing us to gauge propensity to contact, propensity to buy and propensity to buy more. After a successful implementation, we were able to identify key trends in customer behavior, and develop profiles that helped to appropriately qualify leads.
Overall, the program allowed us to focus our attention on “warm” leads – those most likely to buy and say “yes”to the client.
Our Center of Analytical Excellence (CAE) worked alongside the client to implement a more efficient scoring model based on the CAE Champion Challenger process. This customized model helped to maximize the client’s sales rate.
An analysis of historical data guided our recommended outreach protocols. The program’s dialer manager was able to incorporate this data more efficiently, resulting in a more successful dialing strategy.
Thanks to an effective program rollout, we increased the client’s sales by 18%. Odds of converting a call into a sale increased 141% due to our custom predictive scoring model (as compared to the client’s previous success). And finally, the client modified their previous criteria, allowing us to apply the scoring model to the first dial, so that the dialing ratio applied consistency to all outreach.
Another day, another overjoyed client. Just the way we like it.