Case Study

Improving Kit Return Rates through Proactive Outbound Engagement

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Overview

A breath test kit provider struggled with low return rates and delayed diagnostic results due to customer confusion and inconsistent follow-ups. ContactPoint 360 implemented a proactive outbound engagement strategy with clear patient guidance, streamlined return processes, and empathetic scripting dramatically improving return rates, reducing cycle time, and easing operational burden.

Key Highlights

Proactive outreach program launched within 48–72 hours of delivery

Clear step-by-step guidance improved patient understanding

Process refinement simplified packaging and return instructions

Patient-first scripting reduced anxiety and confusion

Operational efficiency improved across the diagnostic journey

Challenges

Low kit return rate averaging around 58%

Customers confused about kit usage and return process

Long return cycle times averaging 21 days

High inbound support volumes and operational overhead

Delayed diagnostics affecting revenue and patient outcomes

Need for scalable nearshore support model to support growth

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Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

46%

Increase in kit return rate, rising from ~58% to 85%

9 Days

Reduction in return cycle time, from 21 to 12 days

45%

Drop in inbound support queries, reducing operational load

Improved

CSAT scores driven by clearer patient guidance

Higher

Operational efficiency accelerating diagnostic processing

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