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Peter H. Allen > Accomplishments > IVR Enrollment - Increase Engagement  

Accomplishments: IVR Enrollment - Increase Engagement

Title

IVR Enrollment - Increase Engagement 

Situation

LifeMasters had members who after 8 attempts were not reached.  For each member not reached and enrolled in the program was lost revenue.  Is there an alternative method to the traditional enrollment process of have an agent reach the member?

Obstacles

IVR technology had never been tested at LifeMasters for engagement.  Technology had not been put in place to utilize a third party vendor for IVR.  The solution must show a good ROI and be in place in weeks.

Actions

Identified the opportunity, the measures of success, and outlined the ROI.  Implemented a plan to deploy the necessary technology, train the staff, and communicate the status on milestones.
 
Developed a comprehensive IVR campaign the enroll the members that have had 8 or more attempts.  Program would be complete automated and would enroll members with out every having a live agent involved.

Results

  • Project exceeded established success factors by 100%. 
  • Cost of the program was 20% of the first months revenues. 
  • Enrollment was completed in a week vs. three to four weeks. 
  • An additional $100,000 in monthly revenue was generated.

Category

HC 

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Attachments
Created at 8/6/2009 2:03 PM  by Peter Allen 
Last modified at 8/7/2009 1:55 PM  by Peter Allen