--- title: "DMS Success Story: Scaling Inbound Call Volume During Medicare Open Enrollment" description: DMS helped a leading health insurance marketplace scale their inbound call volume from consumers seeking Medicare insurance, leading to 16x campaign growth year over year. image: https://insights.digitalmediasolutions.com/hubfs/Imported_Blog_Media/aHViPTcyNTMyJmNtZD1pdGVtZWRpdG9yaW1hZ2UmZmlsZW5hbWU9aXRlbWVkaXRvcmltYWdlXzYxYTU0NDY0ZDk0Y2IuanBnJnZlcnNpb249MDAwMCZzaWc9ZTFlODhiODBlMmU3MWU2YjMxOWRiZWIxODgxNjkzYmU=.png --- [**DMS Insights](https://insights.digitalmediasolutions.com/)/  [Case Studies](https://insights.digitalmediasolutions.com/tag/case-studies) /  DMS Success Story: Scaling Inbound Call Volume During Medicare Open Enrollment # DMS Success Story: Scaling Inbound Call Volume During Medicare Open Enrollment by [Digital Media Solutions](https://insights.digitalmediasolutions.com/author/digital-media-solutions) ## ***Digital Media Solutions Was Proven To Provide The Highest-Quality Partner-Generated Calls, Leading To 16x Campaign Growth YOY*** ## **Background** A leading health insurance marketplace was looking to scale their inbound call volume from consumers seeking Medicare insurance, especially during the Medicare Annual Enrollment Period (AEP) window. ## Challenge The marketing team of the health insurance marketplace was heavily focused on TV and direct mail campaigns when they approached the [Digital Media Solutions](https://digitalmediasolutions.com) (DMS) team to scale their inbound call volume. Because they prioritized their internally generated inbound calls, partner-generated inbound calls were considered “filler” and caps were adjusted throughout the day to accommodate the inconsistent volume of internally generated calls. As a result, the health insurance marketplace was struggling to generate any momentum or scale from their partner-generated call campaigns. Meanwhile, they were unable to correctly estimate the volume of calls coming in from their internal campaigns, which meant their marketing performance was largely unpredictable. ## Solution The DMS team worked with the health insurance marketplace marketing team to understand the potential of partner-generated live agent transfers, including the quality, quantity and consistency possible when teams are synchronized for success. Separating the internal and external campaigns of the health insurance marketplace was the first step toward establishing consistent demand that did not fluctuate based on TV campaign performance. This allowed the partner-generated campaign to have consistent demand objectives. Defining the call routing and verification process was also essential for choreographing a campaign that would achieve all the necessary KPIs. From there, the DMS team worked with the health insurance marketplace marketing team to evaluate the conversion rates of the DMS live agent transfer campaign in comparison to internal efforts and those of other partners. After seeing the impressive results of the global campaign analysis, the cost per lead was increased for DMS inbound calls, caps were increased (and even uncapped during certain time periods) and the geographic restrictions were removed, allowing the campaign and the relationship to grow substantially. [![New Insights Banner CTAs 2024 (4)](https://insights.digitalmediasolutions.com/hs-fs/hubfs/New%20Insights%20Banner%20CTAs%202024%20(4).png?width=714&height=179&name=New%20Insights%20Banner%20CTAs%202024%20(4).png)](https://www.digitalmediasolutions.com/contact-us) ## Results DMS was proven to provide the highest-quality partner-generated calls for the health insurance marketplace, with 95% of calls making it through the advertiser client’s internal verification system, a conversion rate that surpassed all other partners and the proven ability to consistently scale while maintaining quality. As a result, the campaign grew by more than 1,600% from 2020 to 2021. ## Are You Looking To Maximize Your AEP & OEP Campaigns? [DMS ](https://www.digitalmediasolutions.com/health-insurance)[Insurance](https://www.digitalmediasolutions.com/health-insurance) connects many of the nation's leading health insurance providers and agents with high-intent consumers. Our AEP and OEP campaigns are designed to maximize results by matching high-intent health insurance shoppers with the health insurance providers and agents that meet their needs. [Contact DMS today](https://www.digitalmediasolutions.com/contact-us) to learn how we can help you drive better business results. - [** ](https://www.facebook.com/sharer/sharer.php?u=https://insights.digitalmediasolutions.com/dms-case-studies/scaling-inbound-call-volume-during-medicare&title=DMS%20Success%20Story:%20Scaling%20Inbound%20Call%20Volume%20During%20Medicare%20Open%20Enrollment&picture=https://2644565.fs1.hubspotusercontent-na1.net/hubfs/2644565/Imported_Blog_Media/aHViPTcyNTMyJmNtZD1pdGVtZWRpdG9yaW1hZ2UmZmlsZW5hbWU9aXRlbWVkaXRvcmltYWdlXzYxYTU0NDY0ZDk0Y2IuanBnJnZlcnNpb249MDAwMCZzaWc9ZTFlODhiODBlMmU3MWU2YjMxOWRiZWIxODgxNjkzYmU=.png&description=DMS%20helped%20a%20leading%20health%20insurance%20marketplace%20scale%20their%20inbound%20call%20volume%20from%20consumers%20seeking%20Medicare%20insurance,%20leading%20to%2016x%20campaign%20growth%20year%20over%20year.) - [**](https://twitter.com/share?source=https://insights.digitalmediasolutions.com/dms-case-studies/scaling-inbound-call-volume-during-medicare&text=DMS%20Success%20Story:%20Scaling%20Inbound%20Call%20Volume%20During%20Medicare%20Open%20Enrollment%20-%20https://insights.digitalmediasolutions.com/dms-case-studies/scaling-inbound-call-volume-during-medicare) - [**](http://www.linkedin.com/shareArticle?mini=true&url=https://insights.digitalmediasolutions.com/dms-case-studies/scaling-inbound-call-volume-during-medicare&title=DMS%20Success%20Story:%20Scaling%20Inbound%20Call%20Volume%20During%20Medicare%20Open%20Enrollment&summary=DMS%20helped%20a%20leading%20health%20insurance%20marketplace%20scale%20their%20inbound%20call%20volume%20from%20consumers%20seeking%20Medicare%20insurance,%20leading%20to%2016x%20campaign%20growth%20year%20over%20year.) #### About the author Digital Media Solutions DMS (Digital Media Solutions, LLC) is a performance-driven digital marketing company that connects consumers and brands through data, technology and proprietary media platforms. Our systems power high-volume consumer acquisition across multiple verticals, processing large-scale traffic and real-time decisioning in dynamic market environments, enabling our partners to own their outcome. We connect consumers to solutions that fit and partners to results that matter, so everyone wins. Learn more at digitalmediasolutions.com. Topics:   [Case Studies](https://insights.digitalmediasolutions.com/tag/case-studies) ,   [Featured](https://insights.digitalmediasolutions.com/tag/featured) [< Previous Post](https://insights.digitalmediasolutions.com/dms-case-studies/scale-niche-legal-prospects) [Next Post >](https://insights.digitalmediasolutions.com/dms-case-studies/leveraging-weekend-campaigns-to-elevate-overall-performance) ### Related posts [ DMS Success Story: Scalable Call Volume & Smarter Risk-Taking Drive 200% Revenue Growth ](https://insights.digitalmediasolutions.com/dms-case-studies/scalable-call-volume-smarter-risk-taking-drive-200-revenue-growth) [ DMS Success Story: Scaling Higher Ed Program Enrollments For A Leading Vocational School ](https://insights.digitalmediasolutions.com/dms-case-studies/scaling-higher-ed-program-enrollments-for-a-leading-vocational-school) [ DMS Success Story: Efficient Email Strategies Drive Client Growth & Success ](https://insights.digitalmediasolutions.com/dms-case-studies/efficient-email-strategies-drive-client-growth-success) [ DMS Success Story: Achieving A 33% Increase In Insurance Conversion Rates Through Strategic Partnership ](https://insights.digitalmediasolutions.com/dms-case-studies/increase-conversion-rates-through-strategic-partnership) [ DMS Success Story: Scaling Insurance Customer Acquisition With Targeted Campaigns ](https://insights.digitalmediasolutions.com/dms-case-studies/drive-new-policy-holders-insurance-brands-marketplaces) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Digital Media Solutions", "url" : "https://insights.digitalmediasolutions.com/author/digital-media-solutions" }, "dateModified" : "2025-09-19T16:37:53.407Z", "datePublished" : "2022-04-22T04:00:00.000Z", "headline" : "DMS Success Story: Scaling Inbound Call Volume During Medicare Open Enrollment", "image" : [ "https://insights.digitalmediasolutions.com/hubfs/Imported_Blog_Media/aHViPTcyNTMyJmNtZD1pdGVtZWRpdG9yaW1hZ2UmZmlsZW5hbWU9aXRlbWVkaXRvcmltYWdlXzYxYTU0NDY0ZDk0Y2IuanBnJnZlcnNpb249MDAwMCZzaWc9ZTFlODhiODBlMmU3MWU2YjMxOWRiZWIxODgxNjkzYmU=.png" ], "mainEntityOfPage" : { "@id" : "https://insights.digitalmediasolutions.com/dms-case-studies/scaling-inbound-call-volume-during-medicare", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://insights.digitalmediasolutions.com/hubfs/DMS_Logo_Horizontal_Green-Navy.png" }, "name" : "Digital Media Solutions, LLC." } } ``` ```json { "@context" : "https://schema.org", "@type" : "Article", "alternativeHeadline" : "Scaling Inbound Call Volume During Medicare Open Enrollment", "articleSection" : "Case Studies", "author" : { "@type" : "Organization", "name" : "Digital Media Solutions" }, "dateModified" : "2021-XX-XX", "datePublished" : "2021-XX-XX", "description" : "A case study about how Digital Media Solutions helped a health insurance marketplace scale inbound call volume during Medicare Open Enrollment, achieving significant growth while maintaining call quality.", "headline" : "DMS Success Story: Scaling Inbound Call Volume During Medicare Open Enrollment", "image" : "https://insights.digitalmediasolutions.com/wp-content/uploads/.../your-image.jpg", "inLanguage" : "en-US", "keywords" : [ "Medicare Open Enrollment", "call volume", "health insurance marketplace", "partner-generated calls", "Digital Media Solutions" ], "mainEntityOfPage" : { "@id" : "https://insights.digitalmediasolutions.com/dms-case-studies/scaling-inbound-call-volume-during-medicare", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://insights.digitalmediasolutions.com/wp-content/uploads/.../dms-logo.png" }, "name" : "Digital Media Solutions" }, "wordCount" : 400 } ```