Monthly Archives: July 2014

Customer Calls Enacomm’s Technology a “Game Changer” in Government Computer News

GCNA central focus of Government Computer News (GCN) is sharing real-world case studies to help Public Sector IT managers who are responsible for the specification, evaluation and selection of technology solutions make informed decisions. Recently, GCN contributor Bill Jackson elevated the progress that has been charted by the Muscogee Creek Nation Department of Health thanks to a successful partnership with Enacomm.

The Muscogee Creek Nation occupies a 75-mile-wide swath of eastern Oklahoma that extends south from Tulsa for about 80 miles along the U.S. 75 corridor. It has about 77,000 enrolled citizens. The nation’s healthcare system, which includes three hospitals and six clinics as well as six pharmacies, also serves members of any other federally recognized tribe. The health department has a staff of about 1,000 and an annual budget of about $85 million.

Identifying the challenged faced by MCN, Jackson writes:

For years, the health department allowed pharmacy customers to phone in requests for prescription refills. This system is simple, but it doesn’t scale well when pharmacists have to answer the phones, and by 2012 the pharmacies were receiving about 200 phone calls a day, which took time away from their primary jobs of filling 700 prescriptions each day.

Jackson’s piece goes on to detail the IVR implementation process that Enacomm/MCN undertook to make fielding calls into MCN’s pharmacies more efficient, as well as how the system works today. From the article:

The customer can use the phone keypad to enter a prescription number or can speak it. To make sure that it properly understands spoken responses, the system can prompt the user for additional information. Before converting the spoken response to data and passing it to the back-end pharmacy system, the IVR analyzes the voice responses to determine the percentage of certainty that it is properly understood. Business rules assess the accuracy of the system’s understanding, and if necessary questions can be repeated for clarification before sending the data to the back end for processing.

Jackson points out, “Adding automated IVR to the front end of an existing pharmacy software system has helped to take the burden of fielding hundreds of telephone calls from the pharmacists.” Robert Coffey, CIO of the Muscogee Creek Nation’s Department of Health, calls the automated interactive voice response (IVR) system added to pharmacy software, which has improved the efficiency of the Muscogee Creek Nation’s healthcare system and is helping to preserve the unique language of this Native American people, a “game changer.”

“It was a time-consuming process,” Robert Coffey, CIO of the Muscogee Creek Nation’s Department of Health, said of systems’ installation. “But once it was accomplished, they couldn’t believe how much time it saved.”

To learn more about how Enacomm’s IVR system, uniquely designed for MCN, achieved both “prosaic functionality” and “cultural preservation,” read the full story on GCN’s website. And to find out how Enacomm can help your organization scale its customer service operations to better serve patrons and save money, reach out to us at 1-877-860-0025 or sales@enacomm.net.

GCN article image

Enacomm CMO’s Expert Article on Targeted Marketing via Customer Service Channels Published by Destination CRM

DestinationCRM

 

 

David Anderson

David Anderson

Advanced technology now gives precision new meaning when it comes to reaching consumers. In a Viewpoints feature for Destination CRM—a publication dedicated to information, products, and services relevant to the CRM user marketplace—Enacomm’s David Anderson lays out the benefits of employing a dynamic decisioning engine that enables hypertargeted marketing via customer service channels. Anderson is Chief Marketing Officer of Enacomm and creator of some of the first predictive marketing campaigns in America.

In his piece, “Win Over Consumers with Intelligent, Targeted Marketing,” Anderson explains why organizations shouldn’t throw away their marketing budgets on hit-or-miss efforts and should instead invest in cutting-edge technologies. From the op-ed:

Whether via television, email, or an interactive voice response system, consumers are often exposed to irrelevant messaging from marketing campaigns today. A credit card company sending solicitations every month to someone who already has the credit card being promoted is not only wasting time and money, but is also making itself look less than brilliant.

What is gained by trading in a traditional customer relationship management (CRM) campaign—general messages to all customers—for new technology?

With an advanced decisioning engine, organizations can track and react to consumer behaviors in real time with precise, targeted marketing to micro and macro segments, one customer or one million. Implementing a multimodal solution makes it possible to deliver targeted messages across all available channels, from SMS texts to customer service representatives, and will reflect unified data on the spot. Because communications can be tailored based on demographics or even purchase history, cross-selling, upselling, and retention are improved, thanks to an enhanced customer experience.

Anderson goes on to paint a picture of what intelligent, targeted marketing looks like in action:

A customer pulls up her recent bank account activity with a smartphone app to review pending transactions. Based on her repeated behavior of depositing paychecks at the bank on the last day of every month, an offer is displayed on her screen asking if she’d like to sign up for direct deposit. She is given the option to either tap a button to talk with a customer service representative or click a link to go to the Web for more information. If she accepts the offer, she benefits from added convenience, and the bank strengthens the customer’s connection to its brand. It’s a win-win.

Enacomm can help your organization create a targeted messaging campaign framed by intelligent, personalized interactions that respond to customers’ wants and needs in real time. Contact us at 1-877-860-0025 or sales@enacomm.net to find out how the latest self-service and assisted-service technologies can help you build customer loyalty, cut costs and increase revenues.

PaymentsSource Publishes Expert Article by Enacomm CEO Mike Boukadakis

PaymentsSource

PaymentsSource, a publication that provides news and analysis about credit card, debit card, mobile payments and other technology and trends in the payments industry, has published a guest article by Enacomm CEO Mike Boukadakis. In the op-ed, titled “Reaching Millennials Requires a Multi-Modal Approach,” he discusses how consumer expectations of the customer service experience have evolved along with the role technology plays in Americans’ lives.

To open the piece, Boukadakis points out that “there’s an eye-opening number of millennials in the United States, as many as 86 million, according to Barron’s, making the segment vital to payments strategy.”

What sets this population apart? According to Boukadakis:

These “digital natives” grew up with computers in their homes and new technology in their pockets. When Apple introduced the iPhone seven years ago, switching to a smartphone was a natural, seamless transition for their lifestyles. The rise of texting, apps, and mobile broadband has created a collective expectation for immediate information, and more so now than ever before, players in the payments industry have to meet consumers where they are with customer service. “If you build it, they will come” just won’t cut it amidst fierce competition to capture and keep patrons.

What is integral to a customer service experience that will compel consumers to pledge their loyalty? From the article:

Voice processing infrastructure is still a cornerstone of top-notch customer service, but what’s available today is not your father’s IVR. Voice self-service can now adapt to customers’ individual needs in real-time and should be utilized as part of a strategic, multi-modal offering. For consumers to pledge their loyalty, nothing less will do than a quality customer service experience shaped by intelligent interactions.

Read Boukadakis’ full op-ed on PaymentsSource’s website here and find out how to make the IVR experience highly personalized and multi-modal. To get more information on how Enacomm can help take your organization’s customer interactions to the next level, give us a call at 877-860-0025 or drop us a note at sales@enacomm.net.

clock for paymentssource

Image: ThinkStock