How Pearly elevated patient billing and marketing with Lob
Pearly, a dental RCM SaaS platform, empowers dental practices, DSOs, and private practices with advanced billing solutions.
By partnering with Lob for direct mail automation, Pearly expanded its clients’ patient billing from digital-only to a fully omnichannel model. This transformation allowed Pearly to increase collection rates and reduce payment times for their customers, while effectively scaling their own marketing campaigns.
The Challenge
Streamlining dental practice billing and expanding their patient outreach
Pearly faced several challenges with their customers' initial billing process. Here's what they identified:
- Billing relied mainly on digital methods like SMS and email.
- Patients who preferred physical statements often ignored digital statements
- Digital-only billing led to delayed payments for some practices.
- Long overdue accounts increased the risk of write-offs on aging patient balances.
Streamlining direct mail marketing
Pearly also sought to expand its own marketing campaigns through direct mail, which was previously manually managed. The labor-intensive process restricted campaign scope and strained internal resources, limiting Pearly’s reach.
Pearly is a revenue operations platform for modern dental practices.
Profile
Lob customer since 2021
Industry
Healthcare
Website
https://pearly.coThe Solution
Lob + automation = omnichannel success
Pearly utilized Lob’s Print & Mail Automation to incorporate physical mail into the digital billing processes of their customer practices and their own internal marketing workflows, establishing an omnichannel strategy for both. Key enhancements included:
- Physical billing for high-risk accounts
With Lob’s API, Pearly sent physical billing statements to supplement digital reminders. This escalation effectively targeted overdue accounts, leading to improved collection rates. - Automated direct mail marketing
Using Lob’s platform, Pearly scaled its direct mail campaigns, reaching hundreds of practices instantly. This automation replaced manual tasks, freeing resources for other priorities.
Smooth implementation and integration with Lob
- Effortless Setup
Previously, sending out 900 mailers required days of effort. With Lob, it’s completed in one click, saving time and enabling Pearly to reassign resources to other tasks. - Reduced labor costs and time
Previously, sending out 900 mailers required days of effort. With Lob, it’s completed in one click, saving time and enabling Pearly to reassign resources to other tasks.
Lob does the heavy lifting for all our direct mail campaigns, saving both our marketing team and our customers dozens of hours every month.
Results
Improved collection rates, faster payments, and higher marketing ROI
9%
increase in overall practice collections
Pearly’s shift to an omnichannel billing model led to a 9% increase in collections for practices that only leveraged their digital modalities. Thanks to the addition of direct mail alongside digital methods, there was an improvement that underscored the effectiveness of combining physical and digital touchpoints to reach a broader patient base.
27%
increase in write-off recovery
Adding physical mail to the omnichannel strategy resulted in a 27% improvement in write-off risk recovery, generating an additional average of $211K annually for their larger SMB customers. Digital-only practices experienced lower collection rates for aging balances.
18%
faster days-to-pay
Practices using Pearly’s omnichannel approach achieved a 15.7-day average in days-to-pay—18% faster than digital-only billing. Patients aged 65+ saw a notable reduction in payment time when they received physical mail.
Enhanced ROI for marketing campaigns
Adding physical mail to the omnichannel strategy resulted in a 27% improvement in write-off risk recovery, generating an additional average of $211K annually for their larger SMB customers. Digital-only practices experienced lower collection rates for aging balances.
Cost savings with targeted mailing
Pearly reduced unnecessary mailing costs by qualifying balances that warranted a mailed statement. DSOs saved over $27,000 annually, demonstrating the value of a carefully targeted omnichannel model.
Next Steps
Advancing with Lob’s capabilities
Pearly is testing QR codes and CRM integration to track direct mail performance more accurately. Future plans include A/B testing of mailer designs to identify what resonates most with patients.
Pearly intends to deepen its use of Lob’s address verification and print quality features to ensure mail reaches the correct recipients, reducing undeliverable returns and improving patient engagement.
Key Lob features supporting Pearly’s success
CASS-certified address verification
This feature minimizes undeliverable mail, ensuring accurate delivery and improving reliability.
Reliable Print Delivery Network
Lob’s network delivers high-quality print materials with reliable timelines, creating a consistent experience from setup to mailbox.
Automated omnichannel campaigns
Lob’s automation streamlines direct mail, saving days of manual work and reducing operational costs. This rings true for both Pearly’s customer practices and their own marketing efforts.
Conclusion
Lob powers Pearly’s omnichannel transformation
By adopting Lob’s direct mail solutions, Pearly successfully transformed both billing and marketing workflows. The omnichannel strategy combining digital and direct mail outreach has led to faster patient payments, cost savings, and improved internal marketing ROI. As Pearly continues to grow with Lob, they plan to further enhance direct mail strategies to support patient engagement and drive success across the dental industry.
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