Perry Health Improved sales by 23%
Diabetes healthcare provider Perry Health instantly saw a 4x improvement in sales team productivity and 50% lift in engagement rate after using Regal.io as an event-driven Task Manager and Patient Engagement platform.
With Regal.io's comprehensive platform, Perry Health has streamlined their ability to enroll new patients, manage key tasks, track time spent, and most importantly improve their standard of care with patients.
Improvement in sales team productivity
Lift in engagement rate
Improvement in sales
Co-Founder & COO of Perry Health
"Regal.io instantly made our enrollment team 4x more productive. Now that we have improved our speed to lead, we use Regal.io’s journey builder and reporting to personalize, measure, and optimize the experience for each customer.”
Perry Health: Personalized Patient Care
Both newly diagnosed patients and those who have lived with diabetes for years often find managing their disease to be challenging and time consuming.
Perry Health, a remote clinic operating across the US, provides databased personalized care through remote monitoring, nutritional counseling, and support to diabetes patients on Medicare.
In a recent study, 75% of their patients saw an average A1C decrease of more than 2.5 points over a year.
How to Manage Complex Patient Care?
Perry Health must accurately and efficiently manage all moving parts in a timely fashion to keep their patients’ trust. With the critical nature of their work, the PerryHealth team assigns tasks to each team member so they can track their work activities. Because the company’s primary source of revenue is from billable hours that are paid by insurance providers, Perry Health needs an efficient way to accurately track time spent with each patient, in addition to the various tasks associated with each patient.
Previously, Perry Health built a custom internal app that used a checklist for each patient and acted as a task manager. However, the app was costly to maintain and didn’t integrate well with other data sources. They were also using Dialpad to make phone calls and send text messages, but it lacked the functionality to prioritize and assign tasks and as a result people were manually picking which leads to reach out to, and then checking it off on two separate systems. By having to use multiple disparate systems to perform various tasks, this resulted in lost time and the inability to track time spent across tasks.
Perry Health needed an easier way to help manage the tasks and hours involved in helping their patients live their best possible lives.
Regal.io’s Event-Driven Task Manager Engages Patients through SMS and Voice
There are two key ways that Perry Health uses Regal for streamlining task management: triggering tasks and then routing tasks.
First, the team can set triggers for a specific task to be created at the right time, in the right channel, with the right message to engage and qualify prospective patients that fill out a lead form. Second, this task is then intelligently routed to the appropriate team at Perry Heath based on user attributes.
Perry Health can also set specific logic around which individual team members should receive tasks based on previous interaction with the customer, agent expertise, agent bandwidth, and more.
Each team uses Regal’s platform to track tasks and time that people are spending across these tasks. By consolidating the functionality of multiple systems into one place, Regal was able to improve the productivity of team members to get tasks done, and track where time was being spent.
By speaking directly with patients at the point of highest intent in the conversion funnel, this improves conversion rates, drives increased revenue, and makes their Enrollment Team more productive.
By using Regal.io, the Enrollment Team has seen a 25% lift in enrollment, even while controlling for the the same spend and top level lead volume. The connection rate for the team also increased from 35% to 45%.
Accountability Wellness Coaches
Perry Health uses Regal.io’s Journey Builder functionality to put the patient down various paths of engagement. One example would be when a patient receives a medical device, to trigger someone from MX to contact the patient to set up a training call. They also use Regal.io to set up appointment reminder texts to ensure that booked appointments are followed through.
With Regal.io, Perry Health has been able to have a 90% task completion rate across their MX team.
With Regal.io, Perry Health is even able to schedule call backs or second calls if the first call is not picked up, which increases the number of appointment connections.
This ability to increase the number of appointments is important to Perry Health because revenue is directly tied to time spent with patients.Before Regal, the Clinical Team's appointment show rate was 65%.
By using Regal, they were able to increase their appointment show rate to 83%, which is a 28% improvement.
ABOUT THE CUSTOMER
With Perry Health’s remote model, patients with diabetes get the support they need from the comfort of their home with video or phone meetings and home delivery of the supplies they need to manage their condition.
Patients meet with nutritional experts and a personalized coach who provides the knowledge and tools needed to control their blood sugar.
Because questions and concerns often happen outside office hours, patients can call or text any time of day, any day of the week.
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"Regal.io instantly made our enrollment team 4x more productive. Now that we have improved our speed to lead, we use Regal.io's journey builder and reporting to personalize, measure and optimize the experience for each customer."
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