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Case Studies

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West Resources

Providing Answers When They Are Needed Most

When emergency situations threaten the livelihood of populations at large, companies across the U.S. count on West’s ongoing consultation to deliver timely and reliable communications to their customers.

Optimizing Self-Service for Financial Services Customers

Intrado conducted “Champion Challenger” testing to guide a leading financial services company in capitalizing on two key opportunities to increase customer self-service.

The “Pay by Text” Pay-Off

Investing in technology that enables customers to make payments via SMS/text message paid for itself more than 6 times over in the case of a major satellite TV provider.

Increasing Efficiency In Substation Management

For years, utilities have used a myriad of processes to manage substation check ins. Field personnel call the control center and wait on hold until the operator approves entry. Xcel Energy wanted a more streamlined process that increased efficiency while maintaining or improving employee safety.

SubTrac proposed a solution.

Optimizing the Message to Help Patients Stay Healthy

Just because a doctor writes a prescription doesn’t mean the patient will pick it up. That can be dangerous to someone’s health, so a top U.S. pharmacy partnered with West to find ways to improve patient adherence to doctors’ orders. A full year of champion-challenger testing resulted in an additional 8.8 million prescription refills, helping patients keep their treatment plan on track.

Reaching Frequent Fliers on Their Channel of Choice

Already sporting award-winning customer service, a top airline upped the ante to add a new channel to its communication plan and make conversing with its customers easier than ever. After thorough discussion with West, they decided to try an SMS chat service. Their guests contact them from a cell phone 7 out of 10 times, so a text messaging tool just made sense.

But with such a new concept, they had no idea how their guests would respond. So the airline decided to pilot the program by inviting a group of targeted customers to try out the SMS service for the first time.

Preparing Customers Before Disaster Strikes

As one of the most disastrous hurricanes in U.S. history approached Texas, a top pharmacy acted quickly to get their customers the prescriptions they needed before the storm potentially left them stranded for days.

Helping Utility Customers Weather Hurricane Matthew

When Hurricane Matthew tracked up the East Coast, a major Florida utility company partnered with West to communicate with concerned customers — before, during and after the storm.

PowerSchool Integration: Hawthorn School District #73, Illinois

When it comes to school notification systems, reliability and ease of use are some of the most important concerns. For districts that use PowerSchool, integration capabilities are another consideration. Hawthorn SD #73 in Illinois made the switch to SchoolMessenger Communicate for all of those reasons and more.

Hawthorn discovered a night-and-day difference between its previous notification system and SchoolMessenger Communicate. This was especially true as far as reliability. Database administrator Lisa Gosen recalls several instances where its previous system failed to send an urgent message to parents in a timely way – or, in some cases, at all. “When you’re trying to send a message, you don’t want to be nervous about whether it will go out or not, how long it will take to go out, etcetera,” Gosen said. With Communicate, she said, she no longer has those sorts of concerns.

Ease of Use
“Of the three notification systems we’ve had, SchoolMessenger Communicate has been the easiest to use,” Gosen said. “It just works.” Gosen praises Communicate’s ability to send messages quickly. “The SchoolMessenger interface is easy to use, and it doesn’t take 3 hours to set up a call,” Gosen noted.

PowerSchool Integration
Although Hawthorn’s previous notification system also integrated with PowerSchool, Gosen felt that the system wasn’t reliable enough to meet their needs.

SchoolMessenger Communicate for PowerSchool works well for Hawthorn. Gosen appreciates that Communicate is integrated not only within PowerSchool, but also the parent portal, considering that Hawthorn’s portal is the go-to place for important district information.

Gosen also appreciates the flexibility that Communicate offers. “For a district-wide school closing message, I’ll just go directly to Communicate,” she said. “But if I need to send a message that affects one class, then I’ll go within PowerSchool, find those students, and send the message. It’s nice to have the ability to do either one.”

SchoolMessenger CustomApp: Alamo Heights ISD, Texas

Thanks to SchoolMessenger CustomApp, Alamo Heights is helping everyone from PTO members to alumni stay connected. “The app makes it so much easier for people to access district information,” Pawlik-Perales said. “With the staff directory, parents can just call staff directly instead of calling the school. Also, some people don’t want to have their own Facebook and Twitter account, so they like that they can go to the app and get the latest news from the district.”

Perhaps most importantly, Pawlik-Perales uses the district’s SchoolMessenger CustomApp to discover what people really care about. For example, parents and alumni love the sports section of the app. “It keeps them connected and they communicate that back to us, which allows me to keep my finger on the pulse of what our community wants or needs,” she said. “We try to be in as many places as we can with updated information. The app is one more tool we can use to communicate with parents.”