Customer Use Cases Part 1: How a Healthcare Company uses Text Messaging for Customer Communications

We keep promoting how great it is to add in SMS to a business’ communication strategy-you can step up your customer interaction game, improve the reach of marketing campaigns, and boost customer engagement. If you haven’t had a chance to read these posts yet, go ahead, we’ll wait!

Companies in various industries are realizing that using SMS for business helps create more effective interactions with their customers and simplifies every day processes.

We helped one of our customers, a large healthcare company, to use multi-channel business communications to cultivate stronger patient relationships by making it easier to refill prescriptions and access educational information.

Streamlining the prescription refill process

Through Atmosphere® multi-channel application automation, patients can opt to receive phone calls or text messages, depending on their preferred method of communication. Patients get text alerts that let them take care of their prescription needs instead of calling into the store to do so.

prescription refill reminder text

 

The company integrated its IVR with its prescription management system to create a cadence of follow-up notifications to patients that are overdue for a refill.

 

prescription pick up text

 

Making prescription and educational information more accessible

The company is also using multi-channel communications for another delivery method of providing educational information to its patients. Through IVR self-service, patients can call into a specific number for details such as side effects, drug interactions, and more. Patients can also request to receive prescription information or wellness tips via text. This ensures that patients are always able to access the information that is important to their health and helps build trust between the patient and company.

side effects info text

 

wellness tip text

 

These are just a few ways that healthcare companies can use multi-channel business communications to provide valuable and pertinent information to their customers while helping them better manage their healthcare. We’d love to help you get started with multi-channel applications, contact us today!