After we implemented branding on our outbound calls, our answer rate increased by 33% within weeks. We were immpressed with the results and rolled out the solutions to our field technicions, dispatchers, and others. Branding for all of our calls improves our credibility and ability to speak with those we are privileged to serve.

-Joel Hasenwinkel, COO, VuePoint Diagnostics

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This case study examines how VuePoint Diagnostics, a Birmingham, Alabama-based provider of mobile health screening services, portable radiology, and ultrasound services, leveraged PacificEast BrandDelivery to increase answer rates among one of healthcare’s most hard-to-reach patient populations. Within weeks, the company saw a 33% increase in answer rate and quickly rolled out the solution to their field technicians, dispatchers, and others across the organization.

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ABOUT THE CUSTOMER

VuePoint Diagnostics

VuePoint is a mobile healthcare company headquartered in Birmingham, Alabama. Founded with a mission to improve access to care, the company deploys experienced, agile colleagues to deliver portable diagnostic imaging and preventive health screenings directly to patients — in their homes, skilled nursing facilities, assisted living facilities, and community settings. VuePoint serves health plans, providers, and individual patients through two primary service lines: portable radiology and ultrasound (including digital X-ray, ultrasound, echocardiograms, and ECG/EKG) in Alabama and Florida, and mobile diagnostic health screening (including diabetic retinal exams, bone mineral density testing, and blood pressure checks) nationwide.

Company at a Glance:

Industry: Mobile Healthcare / Diagnostic Imaging & Preventive Screening

Founded: 2011

Headquarters: 800 Shades Creek Parkway, Suite 300, Birmingham, AL 35209

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THE CHALLENGE

Before BrandDelivery, VuePoint was running into a familiar problem: people weren’t answering their calls

This wasn’t just an operational inconvenience — it was a barrier to care. VuePoint’s patients are often older adults living in underserved communities, many of whom rely on VuePoint’s mobile colleagues to access diagnostic screenings. This is also a population that has every reason to be cautious about unknown callers. Phone scams and fraud disproportionately target older adults, and years of warnings to “never give information to someone who calls you” have made many people reflexively resistant to answering numbers they don’t recognize. For VuePoint, an unanswered call doesn’t just mean a missed appointment — it can mean a missed diagnostic opportunity that can change lives.

Like many organizations that rely on outbound phone outreach, their team was dealing with:

• Low answer rates due to calls showing up as unknown or unrecognized numbers
• Lack of patient trust — a particularly high barrier when serving older, more vulnerable populations who are rightfully wary of unsolicited calls
• Inconsistent contact experiences across different teams, locations, or campaigns
• Limited visibility into call performance and engagement

These challenges made it harder to connect with patients, slowing down outreach and, ultimately, access to care. The team needed a way to make their calls more recognizable, more trustworthy, and more effective — without overhauling their existing systems or processes.

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THE SOLUTION

VuePoint knew they needed to fix low answer rates, but they didn’t want to take on a complicated, resource-heavy project to do it.

The reason VuePoint chose BrandDelivery is simple: it works. Joel experienced it firsthand when he answered a PacificEast sales call because the rep’s name and company appeared on his screen. Easy to get started was a bonus — but proof of concept came first.

What mattered most to their team:

• Fast time to value — no long implementation timelines or waiting months to see results
• No platform required — BrandDelivery works with their existing phone system, so there’s nothing new to install or manage
• Minimal lift on internal teams — no need to involve IT, developers, or multiple departments
• Fully managed onboarding — PacificEast handles the setup from start to finish
• Built for real-world outreach — designed to improve answer rates and patient trust right away

Instead of introducing another system or adding complexity, BrandDelivery fit right into how their team already worked — and started making an impact almost immediately. Getting started with BrandDelivery was fast — and refreshingly simple.

VuePoint only needed to provide two things:

• Their desired brand name [i.e. – VuePoint Diagnostics]
• The phone numbers they wanted to call from

From there, PacificEast handled the rest:

• End-to-end onboarding and setup
• Registration and verification of branded calling information
• Configuration across all provided phone numbers
• Testing and activation to ensure everything was working as expected
• No long timelines. No heavy lift on internal teams. No complicated integrations required to get started.

VuePoint was able to start making branded calls almost immediately — with zero disruption to their existing workflows.

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Results & Impact

Once BrandDelivery was in place, the impact was clear pretty quickly.

The key results were:

• 33% increase in answer rate
• Patients are now picking up the phone mid-voicemail when they see VuePoint’s name appear on their screen — a behavior the team hadn’t seen before BrandDelivery
• Productivity for Member Scheduling Specialists improved 20-30% as a result of fewer outbound attempts required and faster return of voicemails.

Working Smarter

Before BrandDelivery, VuePoint’s scheduling team was fighting an uphill battle every time they picked up the phone — calling patients who had no idea who was on the other end and simply weren’t picking up. Once their outbound calls were branded, that dynamic shifted almost immediately. Patients recognized VuePoint’s name on the screen and answered—and, in some cases, patients who had already let a call go to voicemail picked up mid-message the moment they saw who was calling. Appointments got booked. Fewer callbacks, fewer wasted dials, fewer patients slipping through the cracks. For a team coordinating mobile technicians across multiple locations, that kind of day-to-day friction reduction adds up fast.

Real Business Impact

More answered calls means more appointments booked, and more appointments booked means more patients served. Since implementing BrandDelivery, VuePoint’s productivity for member scheduling specialists improved 20-30% —a meaningful improvement that reflects a team that’s spending less time chasing unreturned calls and more time actually connecting with patients. The results were compelling enough that VuePoint didn’t stop with the scheduling team — they rolled the solution out to field technicians, dispatchers, and others across the organization.

Stronger, More Consistent Brand — and Deeper Patient Trust

For VuePoint, the stakes of an unanswered call are higher than most. Their patients are often older adults who have been conditioned — rightly so — to distrust calls from numbers they don’t know. Scam calls targeting seniors are rampant, and many patients simply won’t engage with an unfamiliar number, no matter how important the reason for the call.

When VuePoint’s name appears on a patient’s caller ID, that changes everything. It’s not just a branding win — it’s a trust signal that says this call is safe to answer. For a patient who needs a diabetic retinal exam or a bone density screening, that moment of recognition could be the difference between getting care and going without it. The mid-voicemail pickup behavior tells that story particularly well — a patient has already decided to let the call go, but the moment they see VuePoint’s name, something shifts. They pick up. That’s not a scheduling win. That’s trust, built one call at a time.

By branding every outbound call with VuePoint’s recognized identity — whether it’s coming from a scheduler, a field technician, or a dispatcher — the company ensured that every touchpoint reflected the credibility and care they bring to every patient interaction.

Our experience with the PacificEast team sets a new bar for responsiveness, product knowledge, value, and integrity.

— Joel Hasenwinkel, COO, VuePoint Diagnostics

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LOOKING AHEAD

VuePoint isn’t stopping here

Having seen what branded calling did for their scheduling team, they’ve already begun expanding BrandDelivery to field technicians, dispatchers, and others across the organization — making sure every outbound call, regardless of who’s making it, carries the same trusted VuePoint identity.

With BrandDelivery in place, they’re set up to keep improving how they reach and connect with the patients and providers they serve — building on a foundation of credibility and consistency that makes every interaction a little easier, and every appointment a little more likely to happen.

Partner with VuePoint to improve access to care in your community.

Learn more at vuepointdx.com 

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Ready to see results like VuePoint’s?

PacificEast helps businesses connect with customers in smarter, more trusted ways. Talk to a PacificEast specialist about what BrandDelivery can do for your outbound calling.