Infinit-O

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

Our needs are always growing with our customer base. We need an inbound service provider to help us keep up.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

We were answering close to 100 calls.

What challenge were you trying to address with the service provider?

We wanted to make more money and provide better customer care.

SOLUTION

What was the scope of the service provider's involvement?

They process large quantities of orders.

Could you describe the pricing structure and how they billed you?

We have package deals with them.

How did you come to work with this service provider?

I found them through a personal connection.

How would you assess the service provider for answering calls, customer service, and communication?

I have no comment here.

How much time, in hours, does this service provider save you each month?

We’re saving approximately $1200 each month.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

We were struggling financially, now we are doing well in that area.

What are the service provider's strengths?

Their name is great!

How can the service provider improve?

They could always improve.

How long has your company been working with this service provider?

We’ve had their services for two years now.

How much money do you spend annually with this service provider?

It seems to be around $5,000 to $9,999.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

It is just more efficient for us and makes things easier to keep track of.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

Around 20% were inbound calls.

What challenge were you trying to address with the service provider?

We wanted our processes to become more efficient.

SOLUTION

What was the scope of the service provider's involvement?

They have been consistent in servicing order processing.

Could you describe the pricing structure and how they billed you?

We are billed annually.

How did you come to work with this service provider?

They were a referral from a former colleague.

How would you assess the service provider for answering calls, customer service, and communication?

Everything is great so far.

How much time, in hours, does this service provider save you each month?

I can't really measure it, but I can tell it has made a difference.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

It's been a pleasure working with them and they have been very helpful to our business.

What are the service provider's strengths?

Quality service.

How can the service provider improve?

Not sure.

How long has your company been working with this service provider?

2 years now, since August 2015.

How much money do you spend annually with this service provider?

$5,000 to $9,999.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

We need to give our customers the quickest customer service support imaginable, and we want it quick and seamless through online chat.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

We handle more than 2500 inbound calls a day at the minimum.

What challenge were you trying to address with the service provider?

We want to be able to provide fast and efficient online customer service and they help us achieve that goal.

SOLUTION

What was the scope of the service provider's involvement?

They give us the framework to be able to do our customer service.

Could you describe the pricing structure and how they billed you?

They bill us per month based on the volume of customer service calls we have.

How did you come to work with this service provider?

We found them through an online search.

How would you assess the service provider for answering calls, customer service, and communication?

They give quick and efficient support to our customers and we have no complaints.

How much time, in hours, does this service provider save you each month?

They save us at least 120 hours a month.

How much money does this service provider save you each month?

It saves us at least $300 a month.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They have enhanced our business to a great degree.

What are the service provider's strengths?

They give us fast and efficient service.

How can the service provider improve?

They need to be able to handle more volume online.

How long has your company been working with this service provider?

2014 - Ongoing.

How much money do you spend annually with this service provider?

$50,000 to $199,999.

OPPORTUNITY / CHALLENGE

Why does your firm need back office services? Did you use to handle these needs in-house?

Yes, I believe they do. As our business grows and more patients are seen, the ability to not only effectively utilize but also understand the software is paramount. Also when hiring new staff, we must dedicate time and energy into training. So a software program that can adapt and change with a growing office is of top priority.

What types of work can your internal staff avoid by utilizing a back office service?

I would estimate at roughly 35-40 percent.

What challenge were you trying to address with the service provider?

Both, actually. Having our administrative staff filing charts or pushing papers is in my opinion, not a cost effective way to utilize valuable assets or resources.

SOLUTION

What was the scope of the service provider's involvement?

We have many reasons.

Could you describe the service provider's pricing structure and how they billed you?

A permanent need as we have 5 staff members billing throughout the day.

How did you come to work with this service provider?

I was contacted by a friend in another medical office who had recently placed this software and suggested I take a look at it.

How would you assess the service provider's ability to turn around quality work quickly, their client service, and communication.

I am fairly happy with this investment and like all programs, some adjustments had to be made to fit our specific office needs. But the programmers are always happy to help and create a unique fit especially for us.

How much time and money does this service provider save you each month?

Due to new HIPPA guidelines, I cannot adequately answer this question.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

We have seen a marked improvement in the speed and efficiency of our billers and coders. Most have a 50 percent increase in their workload capacity.

What are the service provider's strengths?

Ease of use, internal blocks to safeguard against wrongful submissions, simplistic and unabrasive language.

What areas can the service provider improve?

The model is very one-dimensional like a "one -size fits all" t-shirt. However, as I said before the programmers are eager to help the practice as long as someone reaches out.

How long has your company been working with this service provider?

We started in February 2017.

How much money do you spend annually with this service provider?

I prefer not to answer.