Case Study: Zimm Cataract & Laser Center engages patients and answers caller questions with West Corporation’s on-hold messaging

Zimm Cataract & Laser Center Engages Patients Through On-Hold Messaging

Zimm Cataract & Laser Center, an Erie, PA eye care practice, needed a better way to keep callers engaged while their phones were busy and to extend the impact of their external marketing efforts. The center also wanted an efficient way to share practice information, introduce new procedures and services, and answer common caller questions without tying up staff time. West Corporation’s on-hold messaging solution from TeleVox was used to address these needs.

West Corporation implemented a customized on-hold messaging program for Zimm Cataract & Laser Center that highlighted the practice’s advanced technology, doctor background, hours, location, after-hours access, and seasonal health topics. The result was a more informed and comfortable caller experience, with staff reporting that patients often asked about services they heard while on hold and felt more confident in choosing the practice. While no hard numeric metrics were provided, the practice credited West Corporation’s on-hold messaging with supporting marketing efforts, reducing repetitive front-desk questions, and keeping messages timely and fresh.

Zimm Cataract & Laser Center

Charlene Deufel

Medical Secretary