Online Pharmacy
An online pharmacy was spending several hours calling customers to remind them of when payments were due and confirm payment methods on file. They approached us to automate this process to save time and reduce payment fraud reports. We created an automated system that sends reminder emails three days before a payment is due, with clear instructions on payment descriptors. 24 hours before payment, another email or text is sent to the customer. This resulted in significant time savings and a decrease in payment fraud reports, improving revenue for the pharmacy.
Overview:
An online pharmacy was facing challenges in reminding their customers about payments and confirming payment methods on file. Account executives had to spend several hours on the phone to manually remind customers. Moreover, customers sometimes reported payments as fraudulent or failed to recognize the payment under an unfamiliar name. The company approached us to build a platform that could automate the payment reminders and provide clear instructions to customers, freeing up their account executives' time.
Solution:
Our team implemented an automation solution to generate reminder emails to customers three days before their payments were due. These emails included clear instructions on the descriptive name of the payment, reducing the likelihood of fraudulent reports. We also sent another email or text 24 hours before the payment to confirm the payment method on file. We used a combination of tools, including email automation and SMS messaging, to ensure that customers received timely and accurate reminders.
Results:
The automation solution provided several benefits to the online pharmacy, including the following:
Time Savings: With the automation solution in place, the account executives no longer had to manually remind customers about payments, freeing up several hours each week. This allowed them to focus on other critical tasks.
Decreased Fraudulent Reports: The automation solution included clear instructions about the descriptive name of the payment, which reduced the likelihood of fraudulent reports. This helped the company to avoid chargeback fees and revenue loss.
Increased Customer Satisfaction: The timely and accurate reminders provided by the automation solution increased customer satisfaction. Customers appreciated the clear instructions and were less likely to report payments as fraudulent.
Metrics:
The following metrics highlight the impact of the automation solution:
Time Savings: The automation solution reduced the time spent on manual reminders by 75%, resulting in a saving of 15 hours per week.
Decreased Fraudulent Reports: The automation solution reduced fraudulent reports by 40% within the first month of implementation.
Increased Customer Satisfaction: The automation solution improved customer satisfaction, resulting in a 20% increase in customer retention rate.
Conclusion:
Our automation solution enabled the online pharmacy to streamline their payment reminder process and improve customer satisfaction. With our platform, the company was able to reduce manual effort, decrease fraudulent reports, and improve customer retention rate. The solution enabled their account executives to focus on other critical tasks, leading to better business outcomes.