Twilio Case Studies Revolutionizing Patient Communication in Healthcare: A Case Study on WELL Health

	Revolutionizing Patient Communication in Healthcare: A Case Study on WELL Health Twilio

Revolutionizing Patient Communication in Healthcare: A Case Study on WELL Health

Twilio

Technology Category	Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Healthcare & Hospitals Life Sciences
Applicable Functions	Logistics & Transportation Sales & Marketing
Use Cases	Chatbots Mass Customization
Services	System Integration
Challenge	Despite advancements in healthcare technology, the industry often falls short in providing best-in-class communication and service to patients outside of the hospital. The healthcare industry thrives on customization over standardization, which is beneficial for patient care but detrimental to customer service. The industry is filled with custom applications for various healthcare scenarios, creating thousands of workflows to integrate and adapt communications for. This complexity makes it difficult to manage and streamline relationships. Hospitals, in particular, face the challenge of integrating hundreds of vendors and electronic health records, and thousands of workflows to handle patient preferences and communications. Building and solving for great customer service is time-consuming and often not a top priority for hospitals, whose main focus is on solving medical issues. Read More
About Customer	WELL Health's customers are primarily mid-sized healthcare and life sciences companies in North America. These include hospitals and healthcare systems that require unification and control over their communication workflows. These organizations are dealing with complex patient needs and are looking for streamlined and unified solutions instead of managing many disparate vendor communication configurations with sub-optimal patient outcomes. WELL Health's platform is built for these large healthcare systems, allowing them to configure all of the workflows, language, ML/AI components, and triage and routing rules themselves. They can build on top of the unified WELL communications platform and focus on being there for patients when they need their care. Read More
Solution	WELL Health, a company focused on bringing first-class customer service to the healthcare industry, offers a solution to these challenges. The company allows patients to communicate via their preferred channel with their hospital, doctors, pharmacies, and all individuals integral to their care, all from one place. WELL Health enables health systems and hospitals to use two-way multilingual communication in a patient’s preferred channel, without requiring them to download an app or log in to a portal. The company also helps healthcare systems streamline communication across the organization so patients can receive all healthcare communication in a single SMS/texting thread. Using a combination of SMS, IVR, and email, WELL Health provides the customization that healthcare demands for patient care while streamlining and standardizing communication across every single vendor in their ecosystem. WELL Health gives providers the flexibility to use pre-configured workflows and chatbots to configure specific messaging themselves. They also support more than 100 unique workflows that are largely automated with graceful handoffs to real office staff when appropriate. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Healthcare & Hospitals

Life Sciences

Applicable Functions

Logistics & Transportation

Sales & Marketing

Use Cases

Chatbots

Mass Customization

Services

System Integration

Challenge

Despite advancements in healthcare technology, the industry often falls short in providing best-in-class communication and service to patients outside of the hospital. The healthcare industry thrives on customization over standardization, which is beneficial for patient care but detrimental to customer service. The industry is filled with custom applications for various healthcare scenarios, creating thousands of workflows to integrate and adapt communications for. This complexity makes it difficult to manage and streamline relationships. Hospitals, in particular, face the challenge of integrating hundreds of vendors and electronic health records, and thousands of workflows to handle patient preferences and communications. Building and solving for great customer service is time-consuming and often not a top priority for hospitals, whose main focus is on solving medical issues.

About Customer

WELL Health's customers are primarily mid-sized healthcare and life sciences companies in North America. These include hospitals and healthcare systems that require unification and control over their communication workflows. These organizations are dealing with complex patient needs and are looking for streamlined and unified solutions instead of managing many disparate vendor communication configurations with sub-optimal patient outcomes. WELL Health's platform is built for these large healthcare systems, allowing them to configure all of the workflows, language, ML/AI components, and triage and routing rules themselves. They can build on top of the unified WELL communications platform and focus on being there for patients when they need their care.

Solution

WELL Health, a company focused on bringing first-class customer service to the healthcare industry, offers a solution to these challenges. The company allows patients to communicate via their preferred channel with their hospital, doctors, pharmacies, and all individuals integral to their care, all from one place. WELL Health enables health systems and hospitals to use two-way multilingual communication in a patient’s preferred channel, without requiring them to download an app or log in to a portal. The company also helps healthcare systems streamline communication across the organization so patients can receive all healthcare communication in a single SMS/texting thread. Using a combination of SMS, IVR, and email, WELL Health provides the customization that healthcare demands for patient care while streamlining and standardizing communication across every single vendor in their ecosystem. WELL Health gives providers the flexibility to use pre-configured workflows and chatbots to configure specific messaging themselves. They also support more than 100 unique workflows that are largely automated with graceful handoffs to real office staff when appropriate.

Impact #1	WELL Health's solution has significantly improved the patient communication experience, eliminating the friction that often keeps patients from good clinical outcomes and better relationships with their providers. The platform allows for seamless patient communication, inclusive of both automated and staff communication. Each interaction with the patient is unique, requiring a combination of real-time data integration, customized message content and timing specific to each individual patient, and intelligent automated interactions, all purpose-built to support healthcare use cases. During the COVID-19 pandemic, WELL Health's digital agility helped healthcare providers communicate with patients about everyday care, as well as provide communications around COVID-19 vaccine distribution. The company's future plans include expanding within the United States and internationally, with a vision of making their customers — hospitals and healthcare systems— the best companies in the nation, or even the world, for customer service.

Impact #1

WELL Health's solution has significantly improved the patient communication experience, eliminating the friction that often keeps patients from good clinical outcomes and better relationships with their providers. The platform allows for seamless patient communication, inclusive of both automated and staff communication. Each interaction with the patient is unique, requiring a combination of real-time data integration, customized message content and timing specific to each individual patient, and intelligent automated interactions, all purpose-built to support healthcare use cases. During the COVID-19 pandemic, WELL Health's digital agility helped healthcare providers communicate with patients about everyday care, as well as provide communications around COVID-19 vaccine distribution. The company's future plans include expanding within the United States and internationally, with a vision of making their customers — hospitals and healthcare systems— the best companies in the nation, or even the world, for customer service.

Benefit #1	200K+ providers on WELL Health's platform
Benefit #2	1.1B messages sent to 37 million patients annually
Benefit #3	100+ use cases supported

Benefit #1

200K+ providers on WELL Health's platform

Benefit #2

1.1B messages sent to 37 million patients annually

Benefit #3

100+ use cases supported

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Overview

Revolutionizing Patient Communication in Healthcare: A Case Study on WELL Health

Operational Impact

Quantitative Benefit