A regional healthcare network with 18 clinics was averaging a 14% pickup rate on appointment-reminder calls. After enabling Branded Call ID and getting full STIR/SHAKEN Attestation A on their numbers, the rate climbed to 22.7% inside six weeks.
The setup
We migrated their 26 outbound numbers to Floo's provisioning, registered the brand identity with each major carrier, and pushed CNAM updates for their clinic-by-city names ('Clinic Name, Appointments' on each line). Total elapsed time: 11 business days.
Before vs after
- Pickup rate: 14% -> 22.7% (+62%)
- Reschedule conversions: +40% (downstream effect)
- Average attempts to reach: 2.3 -> 1.4
- Spam-flag complaints per 10k calls: 18 -> 2
The clinics literally noticed within a week. Reception desks stopped getting the 'who is this?' questions on follow-up calls.
Director of patient experience
Branded caller-ID isn't magic, it works because patients recognise the brand. If your CNAM says 'OUTBOUND CALLS', no carrier badge will save you. Match the name to what they expect to see on their phone.
