How Tebra increased speed-to-lead 40% to unlock 30% more conversion.

Problem

Post-merger Lead assignment chaos.

When PatientPop and Kareo merged to become Tebra, they quickly realised their Lead assignment processes were in a tangle. PatientPop’s tools didn’t integrate well with Salesforce, causing conflicts and delays. Meanwhile, Kareo had been smoothly running Distribution Engine since 2013, enjoying fast Lead responses and high conversions. The challenge? Unifying these two very different systems without losing momentum.

The challenge? Unifying these two very different systems without losing momentum.

Solution

Going all-in on Distribution Engine.

After the merger, Tebra decided to roll out Distribution Engine company-wide to bring harmony to their Lead and Case assignments. The ability to route any Salesforce object meant Tebra could consolidate all Lead and Case assignment workflows into a single platform, no more juggling incompatible systems.

This consolidation led to far more accurate and timely assignments. By eliminating tool conflicts and manual handoffs, Leads and Cases were routed to the right reps at the right time consistently.

Managing reps’ availability was another big win. Distribution Engine’s built-in Out of Office functionality automatically updates the distribution queues by removing reps who are off and adding them back when they return. This automation takes a huge load off managers and ensures Leads never get stuck waiting for someone unavailable.

On top of that, Tebra leverages intelligent routing using Tags and Weighted distribution rules. This means Leads and Cases are assigned based on multiple factors - like specialties, territories, or the type of support Case -  so the most qualified rep handles each opportunity or request. This level of precision helps boost conversions and speeds up case resolutions, keeping customers happy and reps focused.

Outcome

Faster response times nets 30% increase in conversion.

Since switching fully to Distribution Tebra have achieved a remarkable 95% reduction in lead assignment errors, ensuring that prospects and customers were connected with the right representatives every time. 

Similarly, response times sped up by 40%, thanks to automated management of rep availability that kept Leads moving without delay. This efficiency means the team are now converting 30% more leads and speeding up the resolution of Support Cases. 

With everything unified onto one awesome platform, Tebra have eliminated the conflicts and confusion caused by multiple tools. In doing so they’ve streamlined their entire process and empowered their teams to focus on what matters most: providing the best possible customer experience.

Curious how you can improve your Lead & Case response times? Learn more here.