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Miracle-Ear Extends CareWire® Contract to Support Patient Texting for 1,300+ Franchises in North America

Mobile,mhealth,Text Messaging,Miracle-Ear,Press Release

Following on the success of the preceding multi-year contract, Miracle-Ear, Inc., the leading and most trusted resource for hearing solutions, has extended its two-year, mutually exclusive agreement with CareWire, Inc. CareWire will continue to deliver their text-first mobile patient engagement platform and expand the rollout to include all of its locations in the United States and Canada, totaling more than 1,300. CareWire expects to conduct roughly 2,000,000 customer interactions during 2017.

“Over the past several years, CareWire has become tightly integrated into the experience we deliver to our customers,” said Vera Peterson, Senior Vice President of Miracle-Ear. “Based on dramatic, measurable improvements to our franchisee business results, continuing our relationship with CareWire was an easy decision to make.”

CareWire takes advantage of texting’s broad availability to reach more patients and healthcare consumers. Regardless of age, socio-economic status, or primary language, they are connecting healthcare providers to patients and providing a gateway to the mobile web. In addition to supporting the overall customer lifecycle, Miracle-Ear has also leveraged the solution to obtain actionable customer satisfaction insights in order to help identify trends and improvement opportunities.

“We value our relationship with CareWire because of their agility, technological capability at scale, and focus on the overall customer experience,” remarked Michael Stanfield, Vice President of Marketing.

Overall customer enrollment and franchisee feedback demonstrates that customers appreciate the opportunity to receive text-based communication. Since Miracle-Ear tends to serve an older population, there had originally been concern over using text messaging as a means of communication. However, customer participation rates have grown every month since program initiation and currently approach 60 percent.

“We are proud to have the opportunity to help grow the trusted Miracle-Ear brand in the US and Canada – a brand with which many of our loved-ones have direct experience,” added David Nichols, Co-Founder and COO at CareWire. “We’ve learned a lot from this relationship, and I’m confident in our ability to bring continued value and innovation.”

About Miracle-Ear

A trusted resource for hearing solutions for over 60 years, Miracle-Ear uses state-of-the-art technology to remove the barriers of hearing loss. The Plymouth, MN-based company specializes in customizable hearing solutions that feature discreet, comfortable products designed to meet each individual’s hearing loss needs. Free hearing tests are available at all of the company’s 1,300 franchised locations across the U.S. Franchise opportunities are available for those interested in running their own Miracle-Ear business with the support of a nationwide industry leader. For more information, visit www.miracle-ear.com

Miracle-Ear : How We Engaged Our Entire Customer Base Through Mobile

Within the case study, you’ll learn:

  • Why text messaging is such an important element to Miracle-Ear’s customers and business

  • Why the company chooses this communication tool over other alternatives

  • The driven results from utilizing text messaging platforms

  • Additional customer advice and takeaways 

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