PHARMACY CHAIN REDUCES CHURN
C**** Pharmacy, a major drug store chain in N. America, experienced a 24% annual churn rate in 2006. This represented 7.2 million customers, 55 million prescriptions, and $2.5 billion in lost revenue. Outdated Rx Refill Systems on the phone prove inadequate - reminder services are not personalized, poor authentication, old ‘touch-tone’ IVRs can only handle simple transactions, systems do not support centralized databases and nationwide system upgrades. Phonologies deployed a modern RxRefill system that uses a speech interface that is, efficient at completing transactions, negating the need for live agents in the order process.
- 30m REMINDER CALLS
- $40m REVENUE GENERATED
- 25% LEAD CONVERSION