|
IntelliCast’s Pharmacy Benefits Manager Client Successes Include:
- 70% inbound call volume reduction for “What is the status of my order?” (WISMO) calls
- 25% overall inbound call volume reduction with Order Status Program, leading to a direct annual savings of over $1.5 million
- 29% reduction in average handle with Order Status Program, leading to $2.1 million in annual savings
- $5 million net margin impact from Refill Reminder with Generic Conversion Program
- 33% average conversion rate to generic drugs with Generic Conversion Program
- 98% customer satisfaction ratings with our automated communications
Pharmacy Benefits Manager Applications
Order Status Notifications:
Significantly reduce the number of inbound WISMO calls into your call
centers by proactively notifying customers when their order has been
received by your fulfillment center and when their order has shipped.
Implementation of the Order Status applications alone can significantly
reduce your overall operating costs and increase customer satisfaction
levels.
Refill Reminders:
Proactively notify your customers when they have a prescription drug
available for refill and enable them to refill their prescription
without ever interacting with a call center agent. This communication
substantially reduces inbound calls to your call center while
increasing customer satisfaction levels and inventory turns.
Generic Conversion Notifications: Converting
your customers to lower cost, generic drugs means higher profit margins
for your company and lower out-of-pocket expenses for your customers.
This proactive communication offers customers who have a refill
available the ability to switch to a lower-cost generic prescription in
a single communication, which translates into additional revenue for
your PBM.
Other applications we recommend include:
- Welcome Calls
- Program Enrollment Confirmations
- Rx Change Notifications
- Benefit Approval Status Notifications
- Retail to Mail Conversion Notifications
- Wellness Programs
- Rx Marketing Programs
- Customer Satisfaction Survey
|
IntelliCast provides a combination of leading technology and experienced professional services, ensuring an end-to-end solution that takes communication with your customers to the next level. Major Pharmacy Benefits Managers (PBMs) rely on IntelliCast to deliver millions of interactive voice, emails and text messages to their customers each month.
