Recare, Unscheduled Treatment Plans & Incoming Phone Calls
Client: Dental Practice in Denver, North Carolina
Challenge: This Dental office was putting off calling their clients that were due for a Hygiene appointment and clients that have unscheduled treatment plans. Additionally, the office staff was getting tied up with incoming phone calls and some calls eventually went to voicemail.
Solution: NR-Admin Live client Care Coordinators calls all clients that are due for a hygiene appointment and clients that have treatments plans but haven’t schedule an appointment to start the treatment or continue the treatment. The office also forwarded their incoming phone call to NR-Admin to be answered. NR-Admin schedules appointments for the office, provide’s information to clients and transfers calls to the office.
Results: clients are routinely and consistently coming in for their hygiene and teeth cleaning appointments. clients that had unscheduled treatment plans are currently on track to get their treatments completed. No phone call goes unanswered, and the office staff is relieved they no longer have to focus their time on answering the phone.
Incoming Phone Call Relief
Client: Optometry practice that operates 100+ stores in seven US states & Puerto Rico.
Challenge: The company’s phone number listed on their website went to an automated call tree. They found clients routinely hung up when they realized it was an automated system. clients had trouble navigating the phone tree and getting routed to the appropriate person or location. This caused a loss of new clients and frustrated existing clients.
Solution: All incoming calls are forwarded to NR-Admin, and a live client care coordinator answers every call. NR-Admin schedules new and existing client appointments, answers insurance questions, location questions, provides information on current promotions, COVID procedures, etc. If needed, transfers calls to the client’s preferred store.
Result: The volume of new and established client appointments increased. All phones calls are being answered by a live person ready to help. clients were left with a positive phone call experience.
Recare, Reactivations & No Show/Cancellations Calls
Client: Chiropractic practice in Georgia with 3 locations.
Challenge: The office couldn’t keep up with calling their clients that were currently due, or haven’t been seen in years for an adjustment. Additionally, the office didn’t have time to call back clients that canceled or did not show up to an appointment. clients were not coming back on a regular basis since they weren’t reminded they were due for an appointment.
Solution: NR-Admin personally calls all the clients that are currently due for an adjustment and clients that haven’t been seen in years. They call the clients 3 times within in 2-3 month period for an increased chance of reaching the client and scheduling an appointment. NR-Admin also calls clients that cancelled an appointment or were a no-show.
Results: The practice saw an increase in client appointments and an increase in revenue. clients that haven’t been into the office in years are coming back and paying for additional services. NR-Admin has already reactivated 70 clients that haven’t been seen since 2016!
Client Satisfaction Surveys
Client: Optometry Practice in Carrollton, Georgia.
Challenge: This is a popular optometry office in a close-knit community. The practice’s reputation with their clients is of the utmost importance. In order to uphold their good reputation, they needed valuable feedback from clients about their experience. However, they found when the office performed the surveys in-house clients were not comfortable being completely candid about their experience. Since the majority of clients planned on returning to the office they didn’t want to run the risk of insulting the office or the person performing the survey.
Solution: NR-Admin calls their clients, as a third party, to perform the client satisfaction surveys. The practice realized the feedback NR-Admin was receiving from clients was substantially more valuable than the feedback they received when performing the surveys in-house.
Result: The practice gained important client insight about their practice they would have otherwise not been made aware of. An added bonus is when clients provide beneficial feedback NR-Admin encourages them to complete a review on Google and Yelp. NR-Admin goes a step further and even emails the link directly to the client to make it easier for them to complete the Google or Yelp review.
LIVE Customer Service Support For Your Business
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We’ve been around for over 14 years. Our quality is over the top, second to none.
Curious about how we sound? Click play and hear how Summer sounds! She one of our many talented customer care coordinators.
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NR Admin is a comprehensive solution for all things Customer Care. Our live representatives are trained and ready to answer your inbound calls, handle questions and inquiries, schedule appointments, place outbound calls, and seamlessly become an extension of your business—all with unmatched customer service.
Frequently Asked Questions
HOW DO YOUR RECEPTIONISTS GET TO KNOW MY BUSINESS?
Before we start services we have a virtual onboarding call with your team to learn all the nuances of your business such as call handling procedures, scheduling guidelines, scripts & more.
Our dedicated customer service representatives work as a seamless extension of your office – customers won’t even realize they are speaking with a remote receptionist.
Schedule changes? Offering new services or promotions? Our dedicated management team is here for you 24/7 to assist you in anyway possible.
DO YOU KNOW HOW TO USE OUR SYSTEM?
Since NR Admin has been in business for over 14 years, we have worked with every system imaginable, and most likely we have experience using your system. However, during the onboarding call, we’ll access your system to ensure we have a clear understanding of all your system’s nuances.
HOW DO YOU ACCESS MY SYSTEM?
If you use web, cloud or app based system, we will request a login and password. If you do not, NR Admin securely accesses your CRM or scheduling software through a designated computer in your office using remote access. We can walk you through this simple set-up or work with your IT department. This allows us to schedule customers and work within your system as if we were right there in the office next to you. Everything done within your computer system is accompanied by a time, date, and the initials “NR” (for NR Admin) so you can see what we’ve done; you can even watch us on your computer while we work!
WILL MY CLIENTS BE GREETED BY A VOICEBOT OR AN AUTOMATED ANSWERING MACHINE?
NR Admin provides live Customer Care Coordinators. We strive to answer all incoming calls, however, we are not an “everybody catch-all” call center. Based on call volume we train and assign a certain number of customer care coordinators to answer your incoming calls. We like to keep the same customer care coordinators assigned to your account, that way they get to know the ins and outs of your business, scheduling procedures, scripts, etc.
We strive to keep our capture rates at 90% or above, however, if the coordinator misses a call it goes to a custom voicemail for your business. When the agent is off the phone they will listen to the voicemail and call the customer back in real time.
HOW DO I KNOW WHO CALLED? GET MESSAGES?
Every call, inbound or outbound, is documented in our secure portal with a time and date stamp and the outcome of the call.
We automatically send you incoming call logs hourly and you have access to outbound and inbound call reports 24/7. In addition to hourly reports, our customer service representatives have the ability to transfer calls back to your office via warm or cold transfer and send messages to you in real-time using your preferred method of contact (Teams, Slack, CRM, etc.).
WHAT TYPE OF BUSINESSES DO YOU WORK WITH?
Any and all types of businesses no matter how small or how large! Including but not limited to: Law Firms, Home Services, Finance & Accounting, Real Estate & Property Management, Staffing Agencies, and More. Interested to explore if we would be a good fit for your business? Click Here to schedule a call with us!
