case studies

dotline

 

NEOCS—Northeast Ohio Cardiovascular Specialistsneocs logo

www.neocs.org

A 26 physician cardiology practice in Portage, Summit and Medina Counties in Ohio.

 

 Q: What factors led to your decision to implement an on-hold messaging program? 

It is an opportunity to make use of ‘idle’ time and any time spent educating the public is well worth the effort.

Q: What problems were you experiencing before you began using on-hold messaging?

Patients were short tempered and a bit more demanding because it seemed like they were on hold longer.

Q:  How has on-hold messaging positively impacted your business:

Callers are more patient now and several have mentioned that they enjoy listening to the health topics while waiting on hold.

Q:  Why did you choose Creative Audio Imaging as your on hold messaging provider?  

We found you on line and decided to give you a try. We have been most pleased with your responsiveness and service.

Summary:

NEOCS came to us because their patients were anxious and short tempered while waiting on hold in silence. NEOCS is a large and highly respected cardiology group. Putting patients on hold is unavoidable.

We produced an on hold message using relaxing piano music along with informational messages in a calming tone.  As a result, their patients are now much calmer and even comment on the information they learn while on hold.

 

Repacorp, Incorporatedrepacorp logo

www.repacorp.com

Repacorp has been serving the label industry since 1974. They offer one of the largest selections
of stock labels in the industry, including RFID labels.

 

Q: What factors led to your decision to implement an on-hold messaging program?

As part of our marketing and advertising program, Repacorp uses on-hold messaging to inform and educate our distributors about new and current products and services.  On-hold messaging is unique because we hold the undivided attention of our target audience.

Q: What problems were you experiencing before you began using on-hold messaging?

Before Repacorp had on-hold messaging, we played music to entertain clients while they were on hold.  Music is subjective to taste.  You can either be jarred, go to sleep, or love it.  Playing music was simply a waste of valuable marketing time while we had our customer’s undivided attention.

Q: How has on-hold messaging positively impacted your business:

Repacorp’s on-hold messages often start good conversations with our customers.  After a few facts about our portfolio of products and services, we always throw in fun trivia.  Our clients love it and often ask to be put back on hold to find out the answers!  On-hold messaging holds their attention, they are entertained, and often learn about new products that help our sales as well as our distributors’ bottom line!

Q: Why did you choose Creative Audio Imaging as your on hold messaging provider?

We researched how we could better utilize our current marketing dollars without giving up quality.  After researching companies and comparing talent and costs, I chose Creative Audio Imaging.  Creative Audio Imaging has always been willing to work with us and offers great talent at a very reasonable rate.

Summary:

Repacorp came to us because they were only using hold music and were concerned that their callers were being turned off by it.

Repacorp frequently introduces new products and wanted to make use of hold time to inform their callers.

We put together an on hold message using smooth jazz music, which has a broad appeal.  Some of their callers even ask to be put back on hold to hear the rest of the information. Repacorp updates their message quarterly with their latest product information.