Keen & Remote Phamacy – Customer Story

Remote Phamacy

Idea to Scale: How Keen Built a Fully Dedicated Team

Outbound Sales

Customer Service

Remote Phamacy

Idea to Scale: How Keen Built a Fully Dedicated Team

Outbound Sales

Customer Service

Industry

Healthcare -> Telemedicine

Established

2024

Needs

Outbound Sales and CX

Built an outbound sales team in

weeks

Conducted

3.9k

outbound contacts in the first month

Increase Conversion Rate by

42%

in the first month

A leading telemedicine platform offering instant access to virtual medical care for a variety of health and wellness concerns.

TL;DR –

Remote Pharmacy was losing the vast majority of potential patients before they reached a telemedicine provider, damaging their reputation and legitimacy. Without a sales team, process, or tech stack, it appeared that Remote Pharmacy didn’t prioritize patient experience, leading to further disengagement.

Keen stepped in to design and implement a complete sales solution. We vetted and implemented the right CRM, integrated telephony systems, developed a lead management workflow, and crafted a white-glove, empathy-rich sales script to ensure every patient interaction was handled with care.

Keen provided a customized and cost-effective solution

Process Audit

We took a deeper look at the Remote Pharmacy sign up flow and tech stack uncovered a gap in business: an outbound sales team.

Rigorous Sourcing & Vetting

We set out to find the ideal candidates across a number of prerequisites; C1 English, proven sales experience, and an ability to deliver a white-glove experience.

Seamless Integration

After vetting dozens of applicants, we hired a team in Cape Town with deep sales experience and problem solving skills. The outcome is a fully dedicated team that was able to start producing results immediately.

From Cost Center to Profit Hub

We launched ahead of schedule, immediately produced activity, and materially impacted patient conversions.

Request an Org Chart Audit with a Keen Expert

“

Keen was able to quickly provide a scalable solution to us, which not only created a better customer journey for our patients, but captured more revenue for our business.

—Adam Wellington, Founder of Remote Pharmacy

In just four weeks, Keen deployed a robust sales system, trained the team, and launched without issue. By providing a high level of engagement and a human-centric approach we kept patients from looking to other platforms.

Keen’s solution led to a 42% increase in patient conversions. With a more effective, patient first sales process, Remote Pharmacy increased it’s legitimacy and established itself as a patient-first company, standing out from competitors.