We invite you to download more information regarding West Notifications Group’s wide range of services and extensive infrastructure. Within select industry categories, you can also listen to demos that showcase the power and strength of our automated call center solutions. To speak directly with one of our knowledgeable experts, click here and we will be in contact with you to discuss how West Notifications Group automated notifications solutions can help your company.
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CommunicationsA Leading Cable & Internet ProviderConfirm Appointments and Minimize Costly Truck Rolls...read more...
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Customer
A Leading Cable and Internet Provider.
Situation
One of the nation’s leading cable and internet providers was looking for a better automated customer service solution to proactively confirm technician appointments with their customers.
Solution
Using West Notifications Group, the company was able to customize, manage, create and execute their notifications based on their specific objectives and business rules, via a web-based campaign management tool.
Results
With West Notifications Group, the cable and internet provider was able to process an average of over 30,000 automated appointment reminders a day. With West Notifications Group, the client currently saves $75 for each truck roll or no show that the interactive notification prevents, which equates to a savings of over $500,000 a year.
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World’s Largest Conferencing Service ProviderReduce Collection Costs, Improve Efficiencies, Refine Processes and Enhance the Customer Experience...read more...
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Customer
World’s Largest Conferencing Service Provider
Situation
As a financially responsible business, the conferencing provider understood that effective management of the billing and collections process was critical to its long-term financial health. The company’s main challenge was to quickly reduce the time to collect payments and maximize existing resources while maintaining superior customer service.
Solution
To address their collections challenge, the conferencing service provider relied on West Notifications Group’s automated notification solution. West Notifications Group suite of applications includes an automated Payment Reminder application that the conferencing service provider was able to integrate into its collection process.
Results
With West Notifications Group’s Payment Reminder application, the conferencing service provider proactively reminded customers about their pending or past-due invoice(s) and provided them with an option to transfer from the notification to a live agent for immediate payment processing. The largest conferencing service provider was able to reduce collection costs and protect annual revenue with West Notifications Group’s proven solution.
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FinanceA Leading International Financial ProviderImprove Customer Satisfaction Through Timely, Personalized and Relevant Outbound Notifications...read more...
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Customer
A Leading International Financial Provider
Situation
A leading international bank with more than 4,500 branches in 53 countries needed to provide its commercial banking customers with a means to access and understand their account information. Because this segment is a key strategic focus for the bank, it desired a way to enhance the customer experience while simultaneously improving operational efficiency.
Solution
After consulting with West Notifications Group, the company chose to implement a subscription-based service that enables users to receive treasury management notifications via voice, wireless text, email and fax. Using a preference-driven customer interface, banking customers chose not only the types of messages they wanted to receive, but also defined their preferred delivery channel.
Results
With West Notifications Group’s solution, this financial institution experienced:
- Delivery of over 1,000,000 notifications annually through voice, email, wireless text and fax
- A subscriber base of more than 3,600 commercial customers
- High customer satisfaction resulting in customer retention and growth
- Industry recognition for overall commitment to meeting client needs based on an evaluation of web-based treasury management applications of ten leading US banks
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PharmacyCoordination of BenefitsEffectively Acquire Information About Members...read more...
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Customer
A leading Pharmacy Benefits Manager
Situation
A leading Pharmacy Benefits Manager, focused primarily on claims processing, health coverage, clinical & medication management, formulary management and Medicare Part D administration, was searching for a more effective way to acquire information about their members.
Faced with increasing printing, mailing and processing costs for each survey mailed, the company asked West Notifications Group to provide them with an automated notifications solution that would increase operational efficiencies, decrease costs and still enable them to obtain the information needed from their members.
Solution
The national pharmacy benefits manager implemented West Notifications Group’s Medicare Part D Coordination of Benefits application to proactively place outbound telephone calls to determine if members have secondary insurance coverage.
Results
With West Notifications Group, this national pharmacy benefits manager achieved favorable results with the Medicare Part D Coordination of Benefits application. This proactive outbound solution enabled the company to gain valuable insight about the population of their members as well as decrease expenses by using lower-cost automation.
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Trash and Waste RemovalWaste ManagementCost Effectively Send Out Thousands of Automated Notifications...read more...
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Customer
Waste Management
Situation
Waste Management, the leading provider of waste and environmental services in North America, was looking for a communications solution that could easily manage thousands of outbound notifications to notify their customers of trash collection changes on different occasions.
Solution
West Notifications Group delivered a turn-key solution that could effectively manage large scale automated notifications for a variety of reasons. The application was launched to proactively let Waste Management’s customers know of holiday schedule changes, service day changes and route delay issues.
Results
With West Notifications Group, Waste Management found a more efficient and cost effective way to get information to their customers, which eliminated the need for their customers to contact their call centers. This has not only allowed Waste Management to significantly reduce their customer service costs, but more importantly, it has also allowed their customer service representatives to provide much better service to the customers who really need assistance.
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InsuranceA Leading Insurance and Financial Services CompanyImprove Policy Retention...read more...
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Customer
A Leading Insurance and Financial Services Company
Situation
As one of the largest insurance and financial services companies in the world, this company was looking for a solution to improve policy retention and more specifically, increase the number of customers who choose to reinstate their policies after entering into a cancellation pending status.
Solution
By partnering with West, this organization implemented West’s policy retention application. This automated outbound notification contacts customers with a payment reminder that provides them with the information needed to prevent their policy from lapsing. This client sends over 1.5 million notifications annually to customers throughout the U.S.
Results
West’s automated outbound notification provided an easy way for customers to take action to renew their insurance services and make payments on their policies. This insurance provider was able to drive revenue and increase customer retention and has implemented additional West applications to increase operational efficiency and improve their business.
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