In Brief: Brightree Interactive Voice ROI

In Brief: Brightree Interactive Voice ROI

Brightree Interactive Voice

ROI Reports from Three DME Providers

This post focuses on ROI reported by three DME providers after implementing Brightree Interactive Voice. The information came from company officers and includes both “hard” (numeric) and “soft” (qualitative factors and impacts) returns on their investment in Brightree Interactive Voice.

The providers profiled believe that the increase of sales orders and revenue, improved patient outcomes, and other gains will remain stable or increase. (For more information on businesses surveyed, see below.)

Providers' Starting Challenges

The companies studied realized that they needed an automated patient contact management system that could take full advantage of the data and workflows in their existing Brightree platform investment. Additionally:

DME A had reached a limit resupplying patients with human calling. They knew that adding more FTEs would not be productive.

DME B had also reached a limit resupplying patients with human calling with their previous contact management team of four full-time customer service representatives (CSRs). A cost analysis showed that hiring more CSRs would not increase patient contact profitability.

DME C tried an external IVR system but it was not integrated with the existing Brightree platform. The external system was difficult to control and created duplicate work extracting and entering data between the two systems, which also meant that sales orders were still manually generated. (This process is automatic when Brightree Interactive Voice receives a positive contact.)

With Brightree Interactive Voice: Benefits Comparison

This table displays the returns from Brightree Interactive Voice that each company felt were significant and would continue to maintain or trend upwards beyond the reporting period.

Company

DME A — Had Never Implemented an IVR Solution Before

DME B — Had Never Implemented an IVR Solution Before

DME C — Switched from non-Brightree IVR Vendor to Brightree Interactive Voice

Time Using Brightree Interactive Voice

Three Months

Five Months

Five Months

Increase in Sales Orders, Revenue for Resupply

$100,000 revenue increase in first six weeks, almost twice the goal.

200 percent increase in daily resupply orders shipped in the first month, with only about 50 percent of eligible patients enrolled in automated campaigns.

Continued to add and successfully resupply up to 300 patients per week.

44 percent overall increase in revenue from resupply orders.

30 percent increase in the number of patients that the company regularly contacts.

15 percent initial increase in revenue per order.

Up to 50 percent increase in capacity to process sales orders due to new efficiencies.

25 percent cut in order processing time.

Improved Clinical Outcomes

Fast referral for CSR/therapist follow-up based on patient response or an order exception (patient question, flagged case information, etc.).

Fast referral for CSR/therapist follow-up based on patient response or an order exception (patient question, flagged case information, etc.).

Ability to schedule regular calls based on precise information from Voice system helps patients manage disease much better.

Fast referral for CSR/therapist follow-up based on patient response or an order exception (patient question, flagged patient or case information, etc.).

Consolidated patient order history and case notes integrated in Brightree system result in accurate resupply and disease management.

Maximum Compliance

Consistent contact scripts.

Persistent calling – keeps trying until positive contact made. Doesn’t get tired and make mistakes.

Consistent contact scripts.

Persistent calling – keeps trying until positive contact made. Doesn’t get tired and make mistakes.

Accurate contact and sales statistics versus human calling and self-reporting.

Automatic follow-up for changed patient contact information.

Consistent contact scripts.

Persistent calling – keeps trying until positive contact made. Doesn’t get tired and make mistakes.

Logs of each patient contact.

Other Business Improvements

Works seamlessly with third-party fulfillment already connected to Brightree.

Easy, direct control by the DME staff over campaign details and patient contact preferences.

Works seamlessly with third-party fulfillment already connected to Brightree.

Easy, direct control by the DME staff over campaign details and patient contact preferences.


Provider Profiles

DME A specializes in respiratory medicine from multiple locations with annual revenues of over $5 million. The company had 6,000 patients and wanted to add and resupply 200 – 300 per month. Time using Brightree Interactive Voice included in this study: three months.

DME B reports around $9 million in annual revenue, with 50+ employees, eight locations, more than 6,000 patients. Over 60 percent of the company’s claims are billed to Medicare. DME B has been a Brightree customer for six years. Time using Brightree Interactive Voice included in this study: five months.

DME C’s annual revenue exceeds $15 million, with 150 employees in 15 locations. The company adds close to 1,500 patients overall per month, and around 15 to 20 percent are CPAP cases. This provider has been a Brightree customer for five years. Time using Brightree Interactive Voice included in this study: five months.


Learn More!

Brightree serves more than 2,500 providers in the USA. If you're new to Brightree, find out how you can harness powerful automated contact capabilities along with no-touch billing and business management workflows.

For existing Brightree customers, learn how to extend your existing Brightree investment to new, large patient segments for the best patient outcomes and replenishment revenue.

Contact us at info@brightree.com, call 1.888.598.7797, ext. 5, or request a demo from an expert who knows your business.


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