Case Study: Leading Pharmacy Providing Company boosts prescription conversions with Alorica

Leading Pharmacy Providing Company - Customer Case Study

Leading Pharmacy Providing Company, a leading provider of pharmacy benefit management (PBM) services, needed a flexible way to handle seasonal spikes in customer enrollment while continuing to deliver strong support and uncover new sales opportunities. Alorica was brought in to support high-volume enrollment periods with a scalable customer care and sales model.

Alorica doubled staffing and added contact centers to manage annual call surges, while using lead scoring, list segmentation, proactive outreach, welcome calls, and analytics to improve targeting and timing. The program helped increase prescription conversions by 10–15% per contact, remained a top performer among the client’s internal contact centers, and drove a 6% increase in member scores plus a 19% increase in provider scores.