Inbound Customer Service for a Veterinary Provider
The Problem
Delivering Inbound Customer Care to Boost Retention
Our client is the leading provider of preventive veterinary care in the U.S. with more than 1,000 hospitals in neighborhoods across the country and Puerto Rico. They were looking to add to their Customer Retention/Wellness Plan team.
This consisted of an inbound queue that assists customers who want to cancel their preventive wellness plans. The goal was to educate these customers and offer possible solutions so that they continued to see the value of their package.
Our Solution
A Full-Scale Customer Service Outsourcing Plan
The project required the Radius team to manage inbound customer service calls six days a week. This consisted of:
- Educating customers on the active benefits available within their plan
- Collecting balances owed on services used
- Handling billing inquiries
- Providing general account status information
Read on to discover how our outsourced inbound customer care services had a positive impact on the veterinary provider’s bottom line.
The Results
Surpassing Customer Retention Expectations
After collaborating with the client for several months, our team surpassed their goals:
- Built a culture to mimic the client’s based on the company’s 5 principles
- 11 months consecutively overachieving the save rate goal of 23%
Due to the success of the program, the client has asked for an increase in full-time equivalent employees. We are targeted to represent the entire retention team with Radius associates.
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