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How To Pull Reports on Patients Re-Orders

Measure how patients are engaging with Otto's refill reminders. For Otto Premium users, scroll down to see your additional options.

 

Understanding Refill Reminder Attribution

The number of orders generated specifically from refill reminders is not as straightforward to calculate as it may seem.

Each patient has a unique Order Link that can be used across multiple Otto communications. For example, a patient may receive a refill reminder but place an order weeks later using:

  • that refill reminder,
  • a previously sent Order Link,
  • or another Otto communication containing the same link.

Because the same Order Link can be used across multiple touchpoints, Otto can accurately measure link clicks on messages, but it cannot definitively attribute every future order to a specific reminder message.

Identifying Repeat Patients:

If you'd like to estimate how many patients have returned to order online after initially ordering through your clinic, you can download analyze your Orders using in Excel.

Here is a walk-through with those instructions. 

Using the Advanced Analytics Dashboard (Premium)

If you're on an Otto Premium plan, the Advanced Analytics Dashboard is the easiest way to monitor refill reminder performance on demand.

Most charts allow you to:

  • Hover over the chart for additional details.
  • Click the Bar Chart icon to switch between different chart types.
  • Select Table View to see the underlying monthly data in a spreadsheet format.

Recommended Reports

  1. Reminders Sent Over Time

    • Number of refill reminders sent.
    • Number of reminder link clicks.

  2. Link Clicks by Message

    • Link click rate over time (Specifically Refill Reminder Message)

    Reminders Sent Over Time and Link Clicks by Message are the best reports for understanding patient engagement with your refill reminder emails and text messages.

    Need help increasing your Click Rate? Book a Success call with our team and we would be happy to give you some pointers.

  3. Orders Over Time

    • Total orders placed through Otto.
    • Orders placed by clinic staff - Displayed as Retail (in-store)
    • Orders placed directly by patients online. Displayed as Otto (online)

This helps you measure the growth of patient self-service ordering over time.

 

Note: Otto (online) orders mean they were placed by the patient online.

You can also export the Prescriptions Due for Refill dashboard to identify patients who have received a refill reminder within the past month and whether they have reordered since receiving that reminder.

This report is ideal for identifying patients who may benefit from an additional follow-up reminder.

Keep in mind: If your clinic is not updating patients' wearing schedules when placing orders, daily lens wearers may receive refill reminders earlier than they actually need more lenses. As a result, many patients may appear as though they have not reordered yet, even though they are likely to purchase closer to the time they run out of lenses.