Supply reorders drive 30–40% of DME revenue – automated SMS reminders capture up to 60% of it.View as Markdown

New device patients get a manual and a quick-start guide with their equipment, but most never sign up for follow-up communications. Suppliers miss the engagement window and lose the chance to drive compliance follow-up, supply reorders, and usage support.

A QR code on the device packaging and documentation links to a one-tap SMS opt-in flow. Patients confirm their phone number, pick a generic device category (‘sleep device,’ ‘mobility device,’ ‘ostomy supplies’), get an immediate welcome message, and are enrolled in compliance reminders.

1. Patient scans the QR code on the device packaging.
2. Capture phone number and generic device type selection.
3. Send the welcome message and add the device-type custom field.
4. Auto-segment into the matching device group.
5. Enroll in the 30-day onboarding drip.

Patients receive a new medical device with little structured guidance on setup or the adjustment period. Many abandon the device in the first 30 days from confusion or discomfort, which drives returns, warranty claims, and lost long-term revenue.

An automated five-message workflow spaced across day 0, 7, 14, 21, and 30 covers setup confirmation, first-week tips, adjustment expectations, troubleshooting, and a 30-day check-in. HELP or TROUBLE replies route to Team Inbox for same-window support.

1. Trigger on delivery date or manual opt-in.
2. Day 0: confirm setup and route HELP replies to Team Inbox.
3. Day 7 and 14: send week-1 check-in and adjustment tips.
4. Day 21: send a usage-milestone check-in.
5. Day 30: celebrate the milestone and mark the contact 30-day compliant.

Prosthetics and orthotics patients are often first-time users navigating a significant physical and emotional adjustment. They need clear expectations and confidence that support is available, but phone support is often unavailable or intimidating to new users.

A five-message welcome series at days 0, 2, 5, 10, and 21 combines encouragement with HIPAA-safe care instructions and proactive availability for fit questions. Replies with keywords like ADJUST, PAIN, or FIT route directly to the fitting specialist.

1. Trigger on a completed fitting appointment or fitting date.
2. Day 0: send the welcome message.
3. Day 2: send care instructions and route ADJUST/PAIN/FIT replies to Team Inbox.
4. Day 5 and 10: send an adjustment check and a follow-up appointment reminder.
5. Day 21: celebrate the milestone and mark onboarding complete.

Supply reorders drive 30–40% of DME revenue but require continuous outreach. Patients forget to reorder filters, cartridges, strips, or ostomy supplies until they run out, causing stockouts, treatment gaps, and lost orders to competitors.

A quarterly broadcast is timed to each device type’s standard replacement interval, segmented by device type and last reorder date, with a direct reorder link and a discount to drive urgency. Replies asking for more information route to sales for an upsell.

1. Segment contacts by device type and overdue supply window.
2. Send the campaign broadcast with the reorder link.
3. Track replies asking for more information and route to sales.
4. Monitor link clicks through to the reorder page.

Insurance authorizations for medical devices expire 6–12 months after initial approval, and missed re-authorization deadlines mean lost coverage, out-of-pocket costs, and canceled orders. Suppliers often don’t know the deadline until it’s too late.

An automated alert fires at 60, 30, and 14 days before the authorization expiration date pulled from the billing system by webhook. Each stage prompts action, HELP or RENEW replies route to Team Inbox, and the 14-day alert escalates to Operations.

1. Trigger 60 days before the authorization expiration date.
2. Send the 60-day pre-alert.
3. At 30 days, send an action-needed alert and route HELP/RENEW to Team Inbox.
4. At 14 days, escalate to Operations as urgent.
5. Confirm re-authorization was submitted and follow up if not.

Medical equipment is large and often fragile, and delivery logistics are complex. Customers often aren’t home at scheduled times, or delivery windows slip, requiring costly rescheduling and delaying patient access to their device.

An automated workflow sends a two-day pre-alert and a 24-hour confirmation, lets patients confirm or reschedule by reply, and follows with a 30-minute driver ETA text. Two-way replies update the delivery schedule and flag barriers to the logistics team.

1. Trigger on order shipped or two days before the delivery date.
2. Send the pre-alert and wait for a confirm or reschedule reply.
3. At 24 hours, send a final time-window confirmation.
4. At 30 minutes out, send the driver ETA alert.
5. Send a delivery-complete confirmation.

FDA or manufacturer recalls of medical devices must reach patients urgently. Email open rates run 20–30% and calling every patient is labor-intensive, so delayed recalls can harm patient safety and create legal liability.

A priority broadcast segments every patient with the recalled device model and sends clear stop-use instructions, a return process, and a replacement timeline in one MMS-plus-SMS alert. Every reply routes to Compliance and Operations for the audit trail.

1. Trigger from an FDA recall alert or internal quality webhook.
2. Segment every customer with the recalled device model.
3. Send the MMS-plus-SMS recall alert with instructions.
4. Route every reply to Compliance and Operations.
5. Follow up by email and mail for non-responders.

Patients hit setup problems, error codes, or discomfort but often don’t know how to reach support. Voicemail, email, and chat queues are slow, and frustrated, device-dependent patients start considering a return.

Patients text questions directly into a Team Inbox that support staff triage within a two-hour window. Optional AI Reply answers common FAQ-type questions, like error codes and basic troubleshooting, instantly, while complex or safety issues stay with a human.

1. Inbound message triggers an AI Reply FAQ check.
2. A matched error code or common issue gets an instant AI-generated answer.
3. An unmatched message routes to Team Inbox with customer context.
4. Support staff responds and resolves within the SLA.
5. Optional one-message satisfaction check closes the interaction.

Suppliers lack real-time feedback on patient satisfaction. Email surveys get low response and phone surveys are costly, so suppliers miss usage barriers and fit issues until a customer stops reordering or complains publicly.

A one-to-two question SMS survey goes out seven days post-delivery asking a 1-5 or emoji happiness rating and what could improve. Detractor scores trigger an immediate follow-up and route to Team Inbox; promoters get a referral invitation.

1. Trigger seven days after the delivery date.
2. Send the 1-5 or emoji happiness survey.
3. Score 1-2 routes to Team Inbox as a detractor with an immediate follow-up.
4. Score 4-5 sends a thank-you and adds the contact to the promoters segment.
5. Update the satisfaction-score custom field for trend review.

Patient compliance drops significantly after the first 30 days. Without ongoing reinforcement, patients slip into non-use, which undermines health outcomes and lowers reorder and retention rates.

An evergreen drip for months 2 through 12 sends one message every 14 days, rotating usage tips, anonymized success stories, engagement checks, and supply reminders. An inactive signal triggers outreach and routes HELP replies to support.

1. Trigger 45 days after delivery, then repeat every 14 days for 12 months.
2. Segment active versus inactive users each cycle.
3. Send the next message from the rotation pool.
4. Route an inactive signal to outreach and HELP replies to support.
5. Transition to annual renewal reminders after 12 months.

Many patients lack knowledge of proper device care and maintenance, which shortens device lifespan, voids warranties, and drives costly repair calls. Manuals go unread and patients learn by trial and error instead.

A 12-week microlearning series starting 30 days post-delivery sends one care or maintenance lesson a week, each linking to an optional short video for deeper learning. Completion earns a graduation message and a move to the loyalty drip.

1. Trigger 30 days after delivery.
2. Send one care-and-maintenance lesson per week for 12 weeks.
3. Link each lesson to an optional short video.
4. Track completion and link click-through by device type.
5. Send a graduation message and move to the loyalty drip.

Customers who complete 12 or more months of usage have proven high value, yet many suppliers don’t recognize the milestone or incentivize the ongoing relationship, leaving retention to chance right when renewal-time churn risk rises.

An automated anniversary text fires on the device delivery date each year, celebrating the milestone and offering an upgrade discount, accessory credit, or referral bonus with a unique tracked code. Redemption is followed by a thank-you message.

1. Trigger on the delivery-date anniversary, annually.
2. Send the anniversary celebration with the loyalty offer and a unique code.
3. Track code redemption through the link tracker.
4. Send a thank-you after redemption.
5. Mark the contact anniversary-flagged for the loyalty segment.

Top-tier, long-tenure customers drive a large share of revenue but get the same generic messaging as new customers, and they may churn if supply availability feels uncertain at renewal time.

Customers who clear a spend-and-tenure threshold are segmented into a VIP group that gets priority reorder access, an exclusive discount, and early notice of new products. A quarterly cadence keeps the tier feeling special without overloading them.

1. Trigger quarterly for the supply reorder season.
2. Segment customers who clear the spend-and-tenure VIP threshold.
3. Send the VIP-exclusive reorder message with a priority discount code.
4. Track VIP code redemption.
5. Send a VIP thank-you and monitor the segment for churn risk.

Sales reps juggle leads, demos, and follow-ups across territories, and without centralized coordination, follow-ups slip and leads fall through the cracks. Email and internal tools aren’t real-time enough for fast-moving opportunities.

An internal SMS channel lets management send lead and activity reminders to the sales team, and reps reply with a status code like DONE, DEMO, FOLLOW, or NO. Team Inbox logs every response with a timestamp for daily and weekly review.

1. Manager sends the daily or lead-specific activity reminder.
2. Rep replies with a status code.
3. Team Inbox logs the response with a timestamp.
4. Manager reviews daily and weekly activity reports.
5. No response within 4 hours escalates to the manager.

Home-delivery scheduling needs real-time coordination between operations, drivers, and the warehouse. Spreadsheets and email chains are slow and error-prone, which leads to missed delivery windows and rescheduling overhead.

An internal SMS channel dispatches delivery routes to drivers, alerts the warehouse to pack orders, and captures per-stop status codes like DELIVERED, RESCHEDULED, or ISSUE. An ISSUE status immediately triggers a customer-facing reschedule text.

1. Trigger on order-ready-for-delivery webhook or manual dispatch.
2. Send the route dispatch to the assigned driver.
3. Driver replies per stop with a status code.
4. An ISSUE status routes a reschedule text to the customer.
5. Driver sends route-complete with a summary for Operations to log.