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WirelessDevNet.com Press Release
HTK’s new Prompt-2-Attend Cuts the Cost of Missed Appointments
Missed appointments and home visits cost businesses millions of pounds every day and in the public sector, the NHS alone is estimated to lose over £600million a year as a result of no shows. But with HTK’s new Prompt-2-Attend, the number of missed appointments is dramatically reduced by automatically sending personalised reminders using text messages, email or automated voice calls, depending on the customer’s preference. The service also provides options to confirm, cancel or reschedule the appointment with minimal effort.
Prompt-2-Attend is the latest plug-in business application for HTK’s highly configurable web-based Horizon platform for intelligent customer communication.
A large UK utility company that has trialled HTK’s Prompt-2-Attend service has already seen a 42% reduction in non-attendance; and a survey showed that over 95% of customers were delighted with the service. For an organisation with 250,000 appointments a year and an average non- attendance cost of £40, a timely personalised reminder could result in an annual saving of £800,000. And by identifying cancelled appointments in advance, available slots can be filled and the cost of rebooking is reduced. IVR and text messaging can be used to capture and confirm re-arranged appointment details and can also be integrated with existing booking systems.
“With both business and the public sector looking to cut costs, it is shocking how much time and money is wasted when people fail to turn up for appointments or aren’t at home for a delivery or service visit,” said Marlon Bowser, CEO at HTK. “The beauty of Prompt-2-Attend is that not only is it far more cost effective and reliable than sending reminder letters or having staff making calls, but it also improves the customer experience and encourages loyalty. People don’t like to miss appointments and view a fast and simple reminder as a valuable additional service.”
Prompt-to-Attend is the latest in a growing number of plug-in applications for the HTK Horizon platform. Horizon meets the growing demand for proactive, relevant and timely customer communication, integrated across all channels and throughout the business, from customer service and support to marketing and sales. Other applications include, Auto-Attendant, Call Handling, Card Fraud Alert and Payment Collection.
Prompt-2-Attend can upload appointments from a simple text file or Microsoft Excel spreadsheet, or can be fully integrated with a CRM or scheduling system with full online reporting. Prompt-to-Attend is quick and easy to configure through the Horizon web-based user interface. A library of pre-recorded professional voice announcements is provided or new announcements can be recorded and uploaded.
One or more reminders can be scheduled from a few days to just a few hours before the appointment. For automated voice calls, HTK will play the personalised message when the call is answered. It will even detect when the call has been answered by a machine and leave a message after the beep. Additional support or marketing information can be provided in the message and customers can be asked to confirm by pressing ‘1’, for example, or reschedule if necessary. SMS text messages are also personalised and provide an immediate response mechanism to acknowledge or change the appointment - reply ‘CHANGE’ to change your appointment, for example.
“With a reduction in non-attendance of up to 50% and utility-based pricing, Prompt-2-Attend offers and immediate return in investment for any size of organisation,” said HTK’s Bowser.
About HTK
UK-based HTK provides hosted solutions for interactive multi-channel marketing, automated customer service and intelligent customer contact, helping organisations to sell more and serve better, at lower cost.
Founded in 1996 and privately owned, HTK delivers solutions to SME and large enterprises, telecommunication service providers and the public sector. Customers include Cable & Wireless, BT, Specsavers and O2 as well as numerous local authorities. HTK software is used by more than 30 of the 43 UK Police Forces, and HTK developed the national myUKinfo.com web portal for migrant workers and employers.
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