Study Shows Drastic Increase in Adoption of TXT Messaging in the Payment Customer Experience Among Healthcare and Insurance Customers using IVR Payments

News Release

March 19, 2019

Datatel Communications Inc., a leader in IVR Payments / Pay-By-Phone automation, releases data from a new study focusing on understanding the behavior of customers who pay bills using automated IVR Payment technology (Pay-By-Phone) and are providing customers with the option to receive a confirmation of payment directly to their mobile phone via Text Messaging (SMS).

The study looked specifically at the behavior of customers paying their insurance premiums and patients paying their healthcare bills.

In the healthcare field providers who offered a pay-by-phone option and presented patients with the option to receive a text messaging as part of the payment experience, saw a nearly 150% increase in adoption from 2016 to 2018 going from 27% opt-in rate to 67% by 2018.

We are committed to continue to engage in studies to better understand how to optimize the payment customer experience which will benefit both consumers and businesses alike said Datatel’s Co-CEO Barnard Crespi

The results indicate that Text Messaging is gaining significant acceptance as a business communication channel with consumers, providing businesses with an opportunity to offer their customers an enhanced and more valuable payment experience and to engage with them in order to get feedback that businesses can apply to continue to improve in various areas of their operations.

These results and its implication to businesses are expanded in a recent article published called: TXT Messaging Adoption in Healthcare and Insurance IVR Payments

Through these studies we want to help our clients better understand how to implement payment technologies which their customers are more likely to use said Datatel’s co-CEO Barnard Crespi

About Datatel

Datatel delivers innovative software and communication solutions to help our clients become more agile, profitable, and successful.

Datatel’s Pay-By-Phone / IVR Payments SaaS provides businesses with the most robust and cost-effective way to securely and easily process credit card payments 24/7 over the phone, in a PCI Compliant environment.

Datatel has been providing IVR Payment Solutions on the cloud to hundreds of businesses, healthcare providers, governments, and non-profit organizations for over ten years.  Datatel’s success comes from investing in its people, clients, and technology. With a focus on innovation, Datatel has arrived to a service delivery model that guarantees its customers satisfaction

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Jeff Boatman, Global Client Solutions

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Ryan McCullough, Marketing Manager, Aegon Direct

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Bob Griffin, VP of Operations, MedA/Rx

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Director of Student Accounts

“We, Standard Life, very much appreciated Datatel’s expertise, knowledge and support as we worked through the development and implementation stages. Our Clients appreciate the simplicity of the capability, while gathering very valuable feedback. Thanks for making this a very positive experience.”

Anne Pennell, VP, Customer Services Operations, Standard Life

“This was one of the best implementations I have been a part of. The communication was excellent and everything was responded to and dealt with swiftly. A real pleasure. We are looking forward to the impact this will have on our patient payments! Thank you!”

Kim Pace, Director Patient Accounts and Revenue, Chatham-Kent Health Alliance