Tailoring Services to Client Needs Generates $2.5 Million in Revenue
A large client considered implementing a new mandatory mail program expected to deliver millions of dollars in revenue for new mail order prescriptions, however, the client felt apprehensive regarding member abrasion, rising escalations and mail order complaints.
Traveled to confer with clients in person during the RFP process. Offered customized recommendations as a demonstration to the commitment to service excellence. Provided dedicated CSR team and 800-number, web and eSD customizations. Created algorithm to identify members needing enrollment in an elite executive VIP program. Reached out to members prior to escalation to ensure smooth transition to mail delivery and to provide concierge services for future orders.
Due to the custom enhancements, the client agreed to sell and implement the home delivery program. This net the firm $2.5 million in revenue. The implementation proceeded seamlessly and helped to improve overall customer satisfaction in quarterly surveys.
‘Managing client relationships and expectations for clients is easy when you have someone like Regina and her client services team there to support you.
Regina and her team know the value of listening to a client's needs, and then tailoring solutions and problem solving to meet their needs.
Regina was always the first person I called when I needed to get something done, and quickly. I always knew that if she was involved my client's needs and issues were in good hands.
She was also a subject matter expert for all things related to pharmacy and mail order benefits so I always recruited her to join me and the account management team for all client on-sites, renewals, and RFPs’
— David Runyan, Account Director at Express Scripts