The Performance Management approach spread across the enterprise , and CSG achieved significant improvement in several key metrics including :
Average cost to acquire a new patient dropped as much as 50 % compared to the industry average of $ 256- $ 450 .
Average appointments set per phone handler increased 21 % over 24 months .
Appointment conversion rate for all offices increased 25 % over 24 months .
Total calls increased 40 % over 24 months .
INDUSTRY SNAPSHOT
CallSource analyzed 3,500 hearing healthcare locations operated by its clients ( including CSG ). The research revealed 32,529 missed opportunities to add a new patient . Using an industry average sale of $ 3,000 per patient , locations surveyed missed opportunities worth $ 27,800 in revenue .
Overall marketing ROI improved while total marketing spend dropped by $ 50,000 .
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