Inbound Customer Service for a Veterinary Provider

Key Results

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.

Contact Radius Global Solutions today to enhance your customer service strategies!

Project Timeline