The Event Call Log - Let's Make Our Tools Work For Us! - Diana Bengtsson

The pandemic has had a huge impact on us all, and we have had to adjust tactics and processes to navigate a very tough environment that has no precedent. One thing we pride ourselves on at Sonus is our ability to move and flex with changes in the market, and we have had to do that now more than ever before. Let me take a moment to thank each one of you for helping us navigate these new times. It takes each one of us to make the magic happen, and the magic starts with YOU!

Events are a major component of our Accelerated Recovery Plan, and getting good data on events and event efforts is crucial as we try to make up lost ground. We are currently redesigning the Event Call Log to be more efficient and easy for you to use, and at the same time give us better data with which to make important business decisions. The new event call log will be released soon, but in the meantime there are some things we need to ask you to do now to ensure that we get useful data on the call logs being sent in presently.

Following is a list of examples of things we need to be doing now in order to make your call logs more accurate and useful.

1. Call Log tab - Scheduled from REA/CHT column left blank: This is important data that needs to be completed for every patient with a scheduled appointment. This field may be left blank for patients that have not been scheduled.

2. Call Log tab - Follow up call date: This is vital for YOU to have a reminder of which patients need to receive a second or follow up call regarding the event. You can even use the sort functions in the filter (indicated in pink) to sort your data into an easy call list. Every patient whose Outcome is “LM#1” or “1st call, no answer, no voicemail” or “Phone answered – Call back” should have a follow up call date.

3. Call Log tab - Who made appt/call? column left blank: This is important to see who is making calls and how the effort is being shared among the team.

4. Appt Log tab - Companion Y/N column left blank: This data is necessary for us to calculate projected companion rate. We know that a patient coming to the event with a companion is 60% more likely to purchase hearing aids than a patient who comes alone, and as a general rule we always want a companion present when the patient is making a decision on hearing aids.

5. Appt Log tab - IVF Submitted Y/N column left blank: Our IVF Team works hard every day to get us complete and accurate IVF information, and with their heavy workload it is important to submit the IVF as soon as the appointment is booked in order to give them time to gather this information for you.

You can see that the general rule is to fill out every piece of data so that your call log is complete. I trust that you will begin to make sure your call logs are complete each day, and if you have any questions you can always reach out to me and I will be glad to help. Let’s make events as strong as possible these last three months of the year. We are in this together, and WE CAN MAKE IT HAPPEN!