We invite you to download more information about the wide range of services and extensive infrastructure that West Alerts and Notifications offers. Click on select industry categories to listen to demos that showcase what our automated call center solutions can do for your customer service and your business.
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CommunicationsA Leading Cable and 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 its customers.
Solution
Using West Alerts and Notifications, the company can customize, manage, create and execute notifications based on its specific objectives and business rules, via a Web-based campaign management tool.
Results
With West Alerts and Notifications, the cable and Internet provider can process an average of more than 30,000 multichannel, automated appointment reminders a day. Moreover, the client currently saves $75 for each truck roll or no-show that our interactive notifications prevent, which equates to a savings of more than $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, one of the world's largest conferencing providers understood that effective management of its billing and collections process was critical to the organization's long-term financial health. The company's main challenge was to quickly reduce the time necessary to collect payments and maximize existing resources while maintaining superior customer service.
Solution
To address its collections challenge, the conferencing service provider relied on West Alerts and Notifications. Our suite of applications includes an automated payment reminder application that the client was able to integrate into its collection process.
Results
With the West Alerts and Notifications Payment Reminder application, the conferencing service provider proactively reminds customers about their pending or past-due invoices and provides them with an option to transfer from the notification to a live agent for immediate payment processing. After implementing the West Alerts and Notifications solution, the client has reduced collection costs and protects its annual revenue.
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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 sought a way to enhance the customer experience while simultaneously improving operational efficiency.
Solution
After consulting with West Alerts and Notifications, the financial institution 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 not only choose the types of messages they want to receive but also define their preferred delivery channel.
Results
With the West Alerts and Notifications solution, this financial institution experienced the following results:
- Delivery of more than 1 million notifications annually through voice, email, SMS 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 10 leading U.S. banks
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PharmacyCoordination of BenefitsEffectively Acquire Information About Members ...read more ...
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Customer
A leading Pharmacy Benefits Management Company
Situation
A leading pharmacy benefits management company, focused primarily on claims processing, health coverage, clinical and medication management, formulary management, and Medicare Part D administration, was searching for a more effective way to acquire information about its members.
Faced with increasing printing, mailing and processing costs for each survey mailed, the company asked West Alerts and Notifications to provide an automated notifications solution that would increase operational efficiencies and reduce costs while enabling it to obtain the information needed from 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 Alerts and Notifications, the client achieved favorable results and gained valuable insight about the population of its members. In addition, the lower-cost West Alerts and Notifications automated solution has saved the client a considerable amount in expenses.
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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 its customers of trash collection changes on different occasions.
Solution
West Alerts and Notifications delivered a turn-key solution that effectively manages various large-scale automated notifications. The application was launched to proactively let Waste Management's customers know about holiday schedule changes, service-day changes and route delay issues.
Results
With West Alerts and Notifications, Waste Management found a more efficient and cost-effective way to send information to its customers, which eliminated the need for their customers to contact the company's call centers. This has not only allowed Waste Management to significantly reduce customer service costs, but more importantly, it has also allowed customer service representatives to provide much better service to the customers who need assistance with more complex issues or questions.
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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 organization 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 Alerts and Notifications, the organization implemented West's policy retention application. This automated outbound notification solution contacts customers with a payment reminder that provides them with the information needed to prevent their policies from lapsing. The insurance and financial services company now sends more than 1.5 million notifications annually to customers throughout the United States.
Results
The West Alerts and Notifications automated outbound notification application provides an easy way for customers to take action to renew their insurance services and make payments on their policies. This client organization can drive revenue and has increased customer retention, as well as implemented additional West applications to increase operational efficiency and improve its business.
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