Perry Health Improved sales by 23%

Diabetes healthcare provider Perry Health instantly saw a 4x improvement
in sales team productivity and 50% lift in engagement rate after using Regal.io as an event-driven Task Manager and Patient Engagement platform.

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CASE STUDY
INDUSTRY

Healthcare

IN NUMBERS

With Regal.io's comprehensive platform, Perry Health has streamlined their ability to enroll new patients, manage key tasks, track time spent, and most importantly improve their standard of care with patients.

4X

Improvement in sales team productivity

50%

Lift in engagement rate

23%

Improvement in sales

Scott Chesrown

Co-Founder & COO of Perry Health

"Regal.io instantly made our enrollment team 4x more productive. Now that we have improved our speed to lead, we use Regal.io’s journey builder and reporting to personalize, measure, and optimize the experience for each customer.”

Perry Health: Personalized Patient Care

Both newly diagnosed patients and those who have lived with diabetes for years often find managing their disease to be challenging and time consuming.

Perry Health, a remote clinic operating across the US, provides databased personalized care through remote monitoring, nutritional counseling, and support to diabetes patients on Medicare.

In a recent study, 75% of their patients saw an average A1C decrease of more than 2.5 points over a year.

PROBLEM:

How to Manage Complex Patient Care?

Supporting patients with diabetes is a complex task that involves analyzing medical data, providing medical advice on nutrition, and managing tasks such as wellness calls across multiple providers.

Perry Health must accurately and efficiently manage all moving parts in a timely fashion to keep their patients’ trust. With the critical nature of their work, the PerryHealth team assigns tasks to each team member so they can track their work activities. Because the company’s primary source of revenue is from billable hours that are paid by insurance providers, Perry Health needs an efficient way to accurately track time spent with each patient, in addition to the various tasks associated with each patient.

Previously, Perry Health built a custom internal app that used a checklist for each patient and acted as a task manager. However, the app was costly to maintain and didn’t integrate well with other data sources. They were also using Dialpad to make phone calls and send text messages, but it lacked the functionality to prioritize and assign tasks and as a result people were manually picking which leads to reach out to, and then checking it off on two separate systems. By having to use multiple disparate systems to perform various tasks, this resulted in lost time and the inability to track time spent across tasks.

Perry Health needed an easier way to help manage the tasks and hours involved in helping their patients live their best possible lives.
SOLUTION:

Regal.io’s Event-Driven Task Manager Engages Patients through SMS and Voice

Regal.io helped Perry Health completely streamline their patient engagement process, from enrolling leads to providing patient care. Perry Health has 4 different teams that use the Regal platform: Enrollment, Accountability Wellness Coaches, Member Experience, and their Clinical Team.

There are two key ways that Perry Health uses Regal for streamlining task management: triggering tasks and then routing tasks.

First, the team can set triggers for a specific task to be created at the right time, in the right channel, with the right message to engage and qualify prospective patients that fill out a lead form. Second, this task is then intelligently routed to the appropriate team at Perry Heath based on user attributes.

Perry Health can also set specific logic around which individual team members should receive tasks based on previous interaction with the customer, agent expertise, agent bandwidth, and more.

Each team uses Regal’s platform to track tasks and time that people are spending across these tasks. 
By consolidating the functionality of multiple systems into one place, Regal was able to improve the productivity of team members to get tasks done, and track where time was being spent.

Enrollment Team

Potential new patients often learn about Perry Health through online searches or referrals from other providers. After visiting Perry Health’s website, patients complete a lead form. Once this form is completed, by leveraging Regal.io’s event-driven functionality, Perry Health is able to trigger a call and SMS to contact the patient in realtime and collect additional qualification information that qualifies the patient as a Medicaid or Medicare user.

By speaking directly with patients at the point of highest intent in the conversion funnel, this improves conversion rates, drives increased revenue, and makes their Enrollment Team more productive.

By using Regal.io, the Enrollment Team has seen a 25% lift in enrollment, even while controlling for the the same spend and top level lead volume. The connection rate for the team also increased from 35% to 45%.

Accountability Wellness Coaches

Thanks to Regal.io’s functionality, Perry Health was able to launch a new Wellness Coach program powered by SMS and calls. When patients join the program, each patient now receives a personal coach who provides the individual care and support needed to best manage their diabetes. The coaches are the cornerstone of the patient relationship at Perry Health, communicating with the patient via both phone and text that are powered by Regal.io.

Member Experience

The Member Experience (MX) team at Perry Health schedules appointments, helps customers set up medical devices, and checks in patients frequently.Before Regal.io, the MX team were often conflicted with having to juggle various tasks at the same time and did not have a streamlined way to manage their task load. With Regal.io, Perry Health is able to set tasks, schedule appointments, follow-up calls, and perform device training all through Regal.io’s SMS and voice platform.

Perry Health uses Regal.io’s Journey Builder functionality to put the patient down various paths of engagement. One example would be when a patient receives a medical device, to trigger someone from MX to contact the patient to set up a training call. They also use Regal.io to set up appointment reminder texts to ensure that booked appointments are followed through.

With Regal.io, Perry Health has been able to have a 90% task completion rate across their MX team.

Clinical team

The Clinical Team at Perry Health is made up of 25 registered nurses and dietitians who schedule calls with patients to discuss their diet plans. Previously, the Clinical Team had to manually schedule appointments and had no system for reminding patients or team members when their calls were going to happen. Now, the Clinical Team uses Regal.io to schedule calls with patients and remind them of upcoming appointments.

With Regal.io, Perry Health is even able to schedule 
call backs or second calls if the first call is not picked
up, which increases the number of appointment connections.

This ability to increase the number of appointments is important to Perry Health because revenue is directly tied to time spent with patients.Before Regal, the Clinical Team's appointment show rate was 65%.

By using Regal, they were able to
increase their appointment show rate to 83%, which
is a 18% improvement.

Perry Health is also using event-based triggers to engage with their patients. If a patient has a high or low glucose level, the Perry Health team uses Regal.io
to speak with their patients as soon as they are notified of these key alerts. As such, Perry Health is able to contact their patients at the appropriate time for care and their agents have the right context on each patient. “Perry Health has been a godsend for me. All of the nurses are kind and caring. It is really reassuring to know that I have such a great team on my side as I deal with my diabetes,” says Mark, a Perry Health patient.

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ABOUT THE CUSTOMER

With Perry Health’s remote model, patients with diabetes get the support they need from the comfort of their home with video or phone meetings and home delivery of the supplies they need to manage their condition.

Patients meet with nutritional experts and a personalized coach who provides the knowledge and tools needed to control their blood sugar.

Because questions and concerns often happen outside office hours, patients can call or text any time of day, any day of the week.

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Read the Case Study

Katherine Martinell

Director of Medical Operations, Ro

"Since moving onto Regal, we've been able to streamline patient engagement, capture the data we need to shape strategy, and most importantly, sign up more patients. Regal completely transformed how we do things at Ro."

Read the Case Study

Peter James

Head of Growth, Carda Health

"My team is so much more productive with Regal. We've seen huge increases in conversions and engagement. On top of this, Regal's support is unmatched. We're not just more efficient, we're delivering a better experience for every prospective patient."

Read the Case Study

Eric Hauser

Chief Technology Officer, Cadence

"We have a large volume of patients to reach out to, get them to engage, and explain the benefits of the program. All patients are different – we need a solution to do that outreach at scale and respectfully. Regal's AI Agents empowers us to personalize and automate all of that outreach."

Read the Case Study

James Eaker

Regional Manager, Toyota Auto Insurance

"We are really happy with Regal - both in terms of its impact on our business performance and how fast the team moves and their level of personalized support."

Read the Case Study

Micah Metcalf

CEO, Legacy Family Life

"Regal is exactly what we were looking for in a partner. Regal made us much more effective and efficient at engaging with customers who are looking for the right life insurance partner."

Read the Case Study

Maggie Vetrovsky

Director of Sales, Embrace Pet Insurance

"Ava, our Regal AI Phone Agent, has been key in driving much more productivity and efficiency through our call center. We're automating a significant amount of tasks away from our human agents and saving them for high-touch situations, while our customers are just as happy to talk with Ava as they would with anyone from our team. For anyone who's exploring how AI can help their call center, I highly recommend Regal!"

Read the Case Study

Justin Pagan

Director of Global Enrollment, Coursera

"No other vendor is as invested in our success as Regal is. The platform is great, but the partnership is even better."

Read the Case Study

Celeste Martinelli

Chief Operations Officer, AllCampus

“We are pleased with our partnership. We truly believe Regal is the right solution for us to help transform our operations, and we like it when our partners are winning in business too!"

Read the Case Study

Patrick Green

VP of Enrollment Strategy, Collegis

"The Regal team has a unique focus on business goals, not just features for the sake of it. They understood our complex business model and prioritized features that have made our program more successful"

Read the Case Study

Niraj Patel

COO and Co-Founder, LiveEasy

"We've been able to make immediate and impactful improvements to our business with Regal. We're performing better than ever and it's thanks to the insights and AI tools that Regal has given us"

Read the Case Study

Eric Peschke

VP of Marketing, Zintex

"We're big fans of Regal and how it makes our agents jobs a lot easier. We broke appointment records after the first six months!"

Read the Case Study

Bruce Davidson

Director of Client Services, Clancy

“AI has changed how we do things. Before, we had to roll the dice with other call centers, which obviously had varying results. AI Agents have been nothing but consistent and reliable, I don’t think we’ll ever offshore our calls again.”

Read the Case Study

James Hummer

VP of Sales, Ethos

“Regal’s AI Phone Agent has been a game-changer for our sales calls. Its features seamlessly integrate into our workflow, allowing us to test, stay compliant, and improve our results at every stage.”

Read the Case Study

Robby Romance

Director, Strategic Partnerships, HealthBird

"Regal has helped us improve our sales per agent per day by 250%, improve our answer rates by 100%, and our conversion rates by 40%. As a result, we have been able to engage with more qualified prospects, verify their info for successful conversions, and drive additional revenue."

Read the Case Study

Michael-Rose Sandow

Director of Sales Operations, Kin Insurance

"Regal allows us to connect with more leads, have more meaningful conversations with those leads, and ultimately convert more leads into paying customers."

Read the Case Study

Kevin Heung

VP Performance Marketing, SoFi

"We've seen answer rates go up and success with Regal that delivers strong returns we can truly measure."

Read the Case Study

Jacques Rojahn

Head of Sales, Career Karma

"With Regal.io's journey builder and intelligent routing capabilities, we are able to streamline our outbound sales process. We are able to assign a prospective student to our coaching team to create a more consistent and impactful experience for our community."

Read the Case Study

William Lucas

Senior Manager, Club Z!

"Regal.io instantly doubled our answer rates and improved sales productivity. We have been able to consolidate what we used to do in three separate systems all into one place while personalizing our outreach to prospects."

Read the Case Study

Scott Chesrown

Co-Founder & COO, Perry Health

"Regal instantly made our enrollment team 4x more productive. Now that we have improved our speed to lead, we use Regal's AI-powered tools to personalize, measure and optimize the experience for each customer."

Read the Case Study

Leila Kutler

Senior Director, Strategy & Growth, Angi

"Regal allowed us to invest in a personalized conversational experience for our members, and to A/B test how to best support homeowners at key moments."

Read the Case Study

Manuj Goyal

Product Manager, The Farmer's Dog

"Starting a phone sales program to call our unconverted leads and existing customers was so straightforward with Regal. And we are seeing a 58% lift in conversion."

Read the Case Study

Sarah Haselkorn

VP Sales & Support, MakeSpace

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Read the Case Study

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