Executive Summary

APC turned to Ravience to create a HIPAA-compliant patient experience that would reduce the call volume, convert more website visitors into new patients, and provide an elevated patient experience post-treatment. Ravience designed a live chat service that worked from within APC’s patient management system, allowing patients to receive care for all their needs. The results were:

• Increased website conversion rate from 4.28% to 6.29% -- a 47% lift.
• Leads converted to starts at a 50% better rate due to better patient education.

About Advanced Pain Care

Since 2002, the pain specialists at Advanced Pain Care have successfully relieved the suffering of thousands of patients in pain. They operate 11 pain management clinics and 2 surgical centers across Texas. Their providers and experienced staff take a conservative approach to treatment and work with each patient to achieve a customized pain management plan.

Challenges & Objectives

Before they contracted with Ravience, APC had already made efforts to increase their website traffic via TV, radio, print, and digital display ads. They also employed video, search, and social media. Each of these played a substantial role in driving qualified traffic to the company website.

The traffic was coming in, but their average conversion rate remained flat. As Simon explains, “We just weren’t closing the loop as effectively as we wanted.”

Simon knew they needed a better solution to close visitors into booked appointments. Initially, they updated their website to include cleaner forms, more available phone numbers, and other contact info as well as shorter navigation steps. But many of their users were still leaving without booking.

They realized that a chat option would be useful and started exploring some options.

“Much of what we found was automated, generic, or not HIPAA-compliant. That is, they did not offer patient privacy protections,” says the COO.

They were also getting flooded with phone calls as they grew, and could not keep up with the call volume.

Then they found Ravience.

“Much of what we found was automated, generic, or not HIPAA-compliant.”

How Ravience Created the Ultimate Patient Experience

In 2018, Advanced Pain Care (APC) hired Ravience to create a HIPAA-compliant patient experience where new and existing patients could receive help with:

• Schedule appointments
• Reschedule appointments
• Find the right doctor and location to relieve their pain
• Refill prescriptions, bill payment, and new patient forms
• And much more!

According to Chelsea Simon, Chief Operating Officer at Advanced Pain Care, “The new patient leads from online traffic have been converting at a 50% better rate than before we hired Ravience.”

“It was refreshingly different and the exact answer we were looking for,” says Simon.

Ravience effectively onboarded the company with what the COO describes as a surprising level of detail and organization.

“They were very thoughtful in their approach. Ravience asked a ton of questions to make sure they got it right, ran test chats, worked with us on the graphic display, and more,” explains Simon.

“Every person at every level,” she adds, “has been responsive, polite, and effective. Ravience is a dream crew!”

Ravience staffed its team with U.S.-based native English speakers highly trained in working with patients and their care. This allows Raviences’ agents to respond to patients as representatives of APC.

With the chat feature seamlessly installed at the clinic and Ravience’s team trained on our patient management systems, management began to see immediate results. The patient and clinic feedback was also overwhelmingly positive.

“The new patient leads from online traffic have been converting at a 50% better rate than before we hired Ravience.”

Results

With their rapid growth, APC increased website visitors by over 30% and Ravience increased their conversion rate from 4.28% to 6.29%. 

Simon calls the results incredible. “We’ve seen numerous conversations where the visitor came in cold, just looking, and the chat team got them booked. We shudder to think of how many of those we lost in the past.” 

The company also found the chat to be an invaluable resource as a supplement to their phone lines, which can experience long wait times. The chat team handles many of their requests, and visitors often abandon the phone lines because their needs were resolved via chat.

The company continues to do its part to increase year-over-year traffic with their marketing ads. However, their conversion rate is now growing with their traffic. This means they’re doing more with the traffic they’ve paid for and getting more for their money.

“Our investment in Ravience’s services has been a key part of our growth,” says Simon. “We don’t know how we lived without this!”

“Our investment in Ravience’s services has been a key part of our growth.”

APC’s Expansion Plans Fueled by Patient Engagement Center

The future for APC’s services is bright so they continue to expand organically and through acquisition. As they onboard new clinics and doctors, there is a proven process of integrating those patients into Ravience’s Patient Engagement Center. This tight implementation allows APC to grow without the worry of losing a patient’s trust -- and nothing could be more valuable.