How 1800 Contacts Reduced Handle Time by 68% with Text Blaze
How 1800 Contacts cut average handle time from 80 to 22 seconds across 520,000 monthly prescriptions.
“Text Blaze has completely transformed the way we process prescriptions, making our work faster and easier than ever.”
I’m Emilie Chapman, a Compliance Manager at 1800 Contacts, where I have served for nearly eight years.
At 1800 Contacts, our mission is to make vision care simple, accessible, and available to the masses.
My team, the compliance department, is responsible for verifying customer prescriptions against orders to ensure every shipment is both quick and accurate. We value speed and quality equally, and with our department processing about 520,000 prescriptions every month on average, speed really matters. Text Blaze has helped us increase that speed significantly.
Our agents use our interfaces to process orders and verify what the customer has ordered against their prescription. Text Blaze has been invaluable throughout this process.
Automating Decisions for Faster and More Accurate Processing
“We've been able to reduce our handle time by 68% and our staffing by 33% since we started using Text Blaze.”
One of the ways we track our success is through our Average Handle Time (AHT), which dropped significantly as we increased our use of snippets. Before implementing Text Blaze, our AHT was approximately 80 seconds. Today, we've reduced that to just 22 seconds.
We have also reduced our staffing, which has allowed us to reinvest in our employees and pay them more.
Text Blaze has allowed us to build automated decision trees, which significantly reduce the amount of time our agents spend thinking about the prescription process. Text Blaze is able to read the data and apply logic, so our agents don't have to think as much about each step.
We have a department-wide folder that our agents use, which is complete with standardized navigation codes, but our agents also get value from Text Blaze by creating their own snippets for specific situations they encounter.
An Easy Tool Agents Love
“One of the things our agents love most is how easy and user-friendly it is.”
Our employees really love Text Blaze. I haven't had a single employee tell me they don't enjoy using it.
Text Blaze has truly transformed how we process prescriptions, and our agents are thrilled with how simple it is to use. Changing systems was scary because change always is, but we had no idea how big of a difference Text Blaze would make compared to our previous interface.
They can simply hit insert, and it automatically fills in forms with data pulled from our software, which speeds up our process significantly.
Standardizing Communication Across the Company
We're now expanding Text Blaze to our email team as well. I've helped them create a whole library of snippets for their department, which has reduced their handle times and made it much easier to standardize their workflow. Previously, everyone used different templates when responding to customers, which sometimes led to inconsistent and confusing communication.
Text Blaze gave us a great way to standardize this process. Now, our email team uses a department-wide folder too, so every customer gets clear, consistent responses.
