Healthbird saw a 250% lift in sales per agent per day

Answer rates also skyrocketed with Regal’s Branded Caller ID and Spam Remediation solution, nearly doubling.

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CASE STUDY
INDUSTRY

Insurance

IN NUMBERS

With the help of Regal, HealthBird has not only been able to contact more prospects effectively, but has also driven more new customers through the verification process and thus closed more revenue as a result of using Regal.

250%

Lift in Sales per Agent per Day

100%

Increase in Answer Rates

40%

Increase in
Conversion Rates

Robby Romance

Director, Strategic Partnerships, Healthbird

"Regal.io has helped us improve our sales per agent per day by 250%, improve our answer rates by 100%, and our conversion rates by 40%. As a result, we have been able to engage with more qualified prospects, verify their info for successful conversions, and drive additional revenue."

PROBLEM:

How to grow customer engagement with the verification process

However, despite their strong efforts and capable team, HealthBird ran into issues with their outbound sales motion. They used a cloud-based call center, Twilio, and Mailchimp for different aspects of their customer engagement capabilities, but those solutions weren’t purpose-built for what they needed to accomplish. Since HealthBird only generates revenue when customers sign up and stick with an insurance plan, it is highly important for them to improve their ability to get customers to engage with their verification process. The HealthBird team wanted improvements in efficiency and a tech-driven, streamlined approach that could be customized and easily scalable.

HealthBird met with the Regal team at a conference in Vegas and the Regal team immediately got to work. Regal concluded that HealthBird needed Branded Caller ID and Spam Remediation services to improve answer rates and a Sales Dialer to improve agent efficiency.
SOLUTION:

Regal’s Sales Dialer Doubles Agent Efficiency for HealthBird

With Regal, HealthBird was able to set up a journey that has a 14-step call sequence for each prospective lead. When a new prospective lead goes into the HealthBird website and selects their preferred insurance plan, HealthBird helps them enroll. This event triggers a call task to the HealthBird agent to call that prospect and complete the verification step. The agent is assigned to call the prospect twice per day for a 7 week period, with Regal handling the scheduling of those calls.

Instead of manually entering a phone number, HealthBird’s agents are assigned a call task through the Regal user interface. Agents can then easily press a button to trigger an outbound call to the patient as the next best action. With Regal’s Sales Dialer functionality, the next call is automatically dialed right after the previous call is completed.

When the customer receives the call, the call is branded from “HealthBird” instead of a “Scam Likely” caller ID, which drastically improves answer rates and builds trust into the conversation. Answer rates nearly doubled as a result. In addition, agent performance went from 3.5 sales per agent per day to over 9 sales per agent per day. The agents also experienced fewer call drops than with their prior solutions.

Lastly, the HealthBird team built a Live Agent view on their CRM specifically around Regal, using Regal’s API. It shows HealthBird’s partners which agents are available within Regal to take a call.

Without Regal’s platform for outbound customer engagement, HealthBird would have had a disjointed process for how they interact with their policyholders.

This would have limited their sales agent productivity and thus their revenue growth potential. After adopting Regal’s Sales Dialer, calls are automatically assigned and dialed out when the prior one is completed, which supercharged agent productivity. Regal.io's technology platform has helped the company to compete effectively in a highly competitive insurance industry.
RESULTS:

INSTANT LIFT IN PRODUCTIVITY, ANSWER RATE AND CONVERSIONS

HealthBird instantly saw a 250% lift in agent productivity from using their Sales Dialer. Prior to Regal, HealthBird had an average of 3.5 sales per agent per day. This more than doubled to 9 sales per agent per day after using Regal. Answer rates also skyrocketed with Regal’s Branded Caller ID and Spam Remediation solution, nearly doubling. Lastly, conversion rates improved by 40% through agents adhering to a 14-step call sequence that was powered by Regal.

With the help of Regal, HealthBird has not only been able to contact more prospects effectively, but has also driven more new customers through the verification process and thus closed more revenue as a result of using Regal.

Going forward, HealthBird will add texting to their outbound customer engagement strategy. They use Regal’s two-way SMS system for member concierge messaging, which includes confirming appointments, answering questions, sending reminders, and much more.

HealthBird is now able to pursue their mission of providing a better way for consumers to understand, purchase and utilize their health insurance. They have the confidence to grow their agent insurance team, knowing that they have streamlined their customer engagement strategy.

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ABOUT THE CUSTOMER

In today's complex healthcare landscape, choosing the right health insurance plan can be a daunting task for consumers — one that typically includes a maze of different options, pricing structures, and coverage variations. Enter HealthBird, a startup aiming to revolutionize the customer journey and streamline the selection process by presenting consumers with personalized, data-driven choices. They provide a free, self-guided digital platform to find the best quotes, compare plans, and apply online. With HealthBird, customers can get health, dental, vision, and hearing insurance in under 8 minutes.

HealthBird’s streamlined signup process takes the complexity out of comparing plans. When enrolling through HealthBird, customers also get access to the HealthBird app to manage their day-to-day healthcare tasks, like doctor’s appointments or tracking prescriptions. The company has over 10K users and currently has over 100 FTEs. They have 30 agents using the Regal platform across multiple teams, including member concierge, licensed agents, and their retail team.

In the insurance industry, connecting with new policyholders can frequently pose significant challenges. Not only do these policyholders tend to be diverse in age and frequently unresponsive to phone outreach, but they may also be difficult to engage with through only digital channels. HealthBird has to make verification calls (a legal requirement) to every customer. In addition, they also speak to customers about enrolling them into a concierge service. As a result, they are frequently interacting with their customers. Having a system in place that can efficiently trigger calls and send texts is essential for improving the ability to contact customers.

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William Lucas

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Senior Director, Strategy & Growth, Angi

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Manuj Goyal

Product Manager, The Farmer's Dog

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VP Sales & Support, MakeSpace

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