From Bottleneck to Breakthrough
Leading Medical Device Company Achieves >25% Conversion Rate During 300% Scaled Team Expansion
WHAT WE DO
Patient Engagement
Qualified Appointment Setting
Customer Engagement Center
INDUSTRY
Healthcare | Medical Device
RESULTS
>25% Patient Conversion Rate
Scaled Team by 300% in 9 Months
4+ Year Strategic Partnership
Insufficient Internal Staffing and Variable Intake Criteria Derail the Patient Journey, Create Funnel Gaps and Slow Adoption
As demand for a leading medical equipment company’s implanted device soared, the company struggled to keep up with thea dramatic increase in the number of patients seeking pre-qualification for in-clinic, consultative appointments. The company’s rapid growth created internal staffing constraints that, when paired with inconsistent intake protocols across treatment centers, created operational bottlenecks, slowing the patient journey and frustrating patients and providers alike.
The company turned to MarketSource to remove this bottleneck, streamlining the patient journey through a dedicated inside sales team ready to engage and educate patients, scale to meet demand, and manage appointment setting.
CHALLENGES
Surging demand
Insufficient internal staffing
Inconsistent intake criteria across facilities
“[MarketSource] extends our reach to levels we were unable to achieve. Your team brings expertise that we don’t have and continues to help us develop.”
– President, medical device company
KEYS TO SUCCESS
Personalized multichannel communication strategy
Workforce management software
Scalable specialized team
Patient Engagement Team Provided Personalized, Omnichannel Patient Education and Appointment Setting, Scaling to Meet Client Demand
We deployed a dedicated team of inside sales associates to execute a personalized inbound communication strategy. By integrating directly with the client’s CRM and telephony platforms, MarketSource managed patient interactions across phone, chat, and email, delivering tailored patient education at each touchpoint.
Additionally, we implemented a clearly defined escalation path, enhanced representative training, and introduced workforce management software to improve coordination with treatment centers. This enabled more efficient appointment scheduling, consistent service quality, and flexible scaling to match demand.
Real-World Results
>25% Patient Conversion Rate
Scaled Teams by 300% in 9 Months
4+ Year Strategic Relationship
When the client experienced transformative growth that overwhelmed their internal resources, our team rapidly expanded operations to meet the company’s need, scaling the support team by 300% within 9 months, ensuring their patients were able to progress through the patient journey quickly and effectively. Throughout this expansion, the team outperformed forecasted results, converting over 25% of inbound patient inquiries into scheduled appointments, laying the foundation for a multiyear strategic partnership.