Case Study: Northeast Ohio Eye Surgeons increases recall conversions with West Corporation automated messaging

Northeast Ohio Eye Surgeons Increases Recalls with Automated Messaging

Northeast Ohio Eye Surgeons, a Kent, Ohio eye care practice, wanted a more effective way to drive patient recalls and follow-up appointments. After relying on postcard reminders with only about a 20% conversion rate, the practice looked for a better communication method and turned to West Corporation’s automated messaging technology.

West Corporation implemented automated recall calls alongside postcards in a four-step outreach process, sending reminder messages before and after due dates. The solution produced a 40.8% first-call conversion rate over 12 months, a 104% improvement over postcards, with some months reaching 72%, and also delivered cost savings since multiple automated messages could be sent for the cost of one mailed postcard.

Northeast Ohio Eye Surgeons

Michelle Hawkins

Office Manager