Case Studies

Case Studies

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West Resources

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.

Securing Payment and Improving Customer Satisfaction for Health Insurer

Being able to maintain the agent-caller contact throughout a telephone payment with the use of the Eckoh CallGuard On-Site solution has meant this health insurance provider can now complete more payments and improve customer satisfaction.

A Partnership That Supports a Community in Crisis

A retail pharmacy counts on Intrado to help announce the opening of a mobile pharmacy during West Virginia’s devastating flood.

Moving Money Around The World in One IVR

Recognizing that 25% of annual call volumes originated outside of North America and each call with an agent costs $2 on average, a leading financial institution sought new ways
to serve its customers around the world.

They saw an opportunity to expand the global capabilities of its IVR and create a consistent self-service experience for customers, so they teamed up with Intrado to help customers worldwide self-serve and saved millions of dollars along the way.

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.