Case Study: National Retail Pharmacy Chain boosts prescription refill revenue with CSG Interactive Messaging

National Retail Pharmacy Chain Prescribes Proactive Approach to Refilling Millions of Prescriptions

National Retail Pharmacy Chain wanted to automate prescription refill reminders while still delivering a convenient, differentiated patient experience. To do that, the chain worked with CSG International and its CSG Interactive Messaging Refill Reminder application to create a more efficient refill process for patients.

CSG International implemented outbound and inbound IVR-based refill reminders that let patients refill prescriptions in about a minute, with real-time inventory and refill checks to prevent invalid requests. The solution drives about 30 million outbound calls and 500,000 inbound calls each month, achieves over 50% refill completion on inbound calls and more than 43% on live-answer outbound calls, and generated a 627% return on monthly costs while improving patient satisfaction and operational efficiency.