Case Study: Family Medical Supply achieves 50% more order capacity and 15% revenue growth with Brightree Interactive Voice (Brightree)

Family Medical Supply Achieves High Returns, Outstanding Outcomes with Brightree Solution for OSA Resupply

Family Medical Supply, a 15-location HME provider in North Carolina that resupplies several thousand OSA patients monthly (including ~200 CPAP setups), struggled with manual lists, personal calls and a non‑integrated third‑party IVR. That IVR improved dialing efficiency but didn’t sync with Brightree’s order and workflow systems or update patient records, creating productivity bottlenecks, limited order capacity and potential compliance and revenue risk.

In November 2011 the company implemented Brightree Interactive Voice fully integrated with its Brightree platform, enabling eligibility‑driven outbound calls, automated inbound resupply, auto‑generated sales orders and task routing for follow‑up. The change increased orders per person by about 50%, cut order processing time by 25%, raised revenue per order by 15%, improved patient outcomes and compliance tracking, and gave staff real‑time control over call campaigns.

Family Medical Supply

Brad Heath

Vice President, Family Medical Supply, Inc.