Twilio Case Studies Zocdoc's Rapid Transition to Telehealth with Twilio-Powered Video Solution

	Zocdoc's Rapid Transition to Telehealth with Twilio-Powered Video Solution Twilio

Zocdoc's Rapid Transition to Telehealth with Twilio-Powered Video Solution

Twilio

Technology Category	Infrastructure as a Service (IaaS) - Virtual Private Cloud Sensors - Camera / Video Systems
Applicable Industries	Healthcare & Hospitals Life Sciences
Use Cases	Remote Patient Monitoring
Services	System Integration
Challenge	Zocdoc, a healthcare marketplace connecting patients and providers, was faced with a significant challenge during the onset of the COVID-19 pandemic. The company had been empowering patients by making it easy to find, compare, and book healthcare appointments. However, with the pandemic and subsequent stay-at-home orders, the need for a seamless virtual care experience became paramount. The company had to quickly adapt its roadmap to meet the changing needs of patients and the healthcare system. While their original system had the option for virtual appointments, changes were needed to enable Zocdoc’s nationwide network of providers to offer virtual appointments seamlessly through its platform. Read More
About Customer	Zocdoc is a healthcare marketplace that serves two key sets of customers: patients and providers. The platform allows patients to easily find and book appointments with in-network providers, highly rated ones, highly specialized ones, ones nearby, ones who can see them soon, ones who can see them virtually, or all of the above. It’s mutually beneficial as providers can easily reach the patients they want to serve, helping grow their practice and saving valuable time. Zocdoc was giving power to the patient by bringing market forces to the healthcare industry, and making finding, comparing, and booking healthcare easy. Read More
Solution	Zocdoc decided to build a fresh approach to their booking system that facilitated seamless telehealth appointments, in addition to the existing in-person booking capabilities. In their search for vendors to power their new video appointment system, Zocdoc chose Twilio, a company they had been using for nearly a decade to deliver appointment reminders via SMS. They believed that a Twilio integration would provide the simplicity and flexibility needed to develop their own telehealth video solution, leaving room to add features to serve the specific needs of Zocdoc customers. In May 2020, Zocdoc launched Zocdoc Video Service, a free, HIPAA-compliant telehealth video solution that allows any provider to facilitate all of their virtual appointments, regardless of whether the appointments were booked on Zocdoc. Read More Log in to view content
Contents

Technology Category

Infrastructure as a Service (IaaS) - Virtual Private Cloud

Sensors - Camera / Video Systems

Applicable Industries

Healthcare & Hospitals

Life Sciences

Use Cases

Remote Patient Monitoring

Services

System Integration

Challenge

Zocdoc, a healthcare marketplace connecting patients and providers, was faced with a significant challenge during the onset of the COVID-19 pandemic. The company had been empowering patients by making it easy to find, compare, and book healthcare appointments. However, with the pandemic and subsequent stay-at-home orders, the need for a seamless virtual care experience became paramount. The company had to quickly adapt its roadmap to meet the changing needs of patients and the healthcare system. While their original system had the option for virtual appointments, changes were needed to enable Zocdoc’s nationwide network of providers to offer virtual appointments seamlessly through its platform.

About Customer

Zocdoc is a healthcare marketplace that serves two key sets of customers: patients and providers. The platform allows patients to easily find and book appointments with in-network providers, highly rated ones, highly specialized ones, ones nearby, ones who can see them soon, ones who can see them virtually, or all of the above. It’s mutually beneficial as providers can easily reach the patients they want to serve, helping grow their practice and saving valuable time. Zocdoc was giving power to the patient by bringing market forces to the healthcare industry, and making finding, comparing, and booking healthcare easy.

Solution

Zocdoc decided to build a fresh approach to their booking system that facilitated seamless telehealth appointments, in addition to the existing in-person booking capabilities. In their search for vendors to power their new video appointment system, Zocdoc chose Twilio, a company they had been using for nearly a decade to deliver appointment reminders via SMS. They believed that a Twilio integration would provide the simplicity and flexibility needed to develop their own telehealth video solution, leaving room to add features to serve the specific needs of Zocdoc customers. In May 2020, Zocdoc launched Zocdoc Video Service, a free, HIPAA-compliant telehealth video solution that allows any provider to facilitate all of their virtual appointments, regardless of whether the appointments were booked on Zocdoc.

Impact #1	The implementation of the Twilio-powered video solution had a significant impact on Zocdoc's operations. It allowed the company to quickly adapt to the changing healthcare landscape during the pandemic, facilitating the growth of providers' practices and helping patients safely access the care they needed. The video solution became a crucial component of the overall care experience, which now includes a combination of virtual and in-person interactions with providers. Based on a survey completed in May 2022, patients have responded positively to this combination, with 77% of respondents indicating that they “agree” or “strongly agree” that they will utilize this combination of telehealth and in-person care in the future.

Impact #1

The implementation of the Twilio-powered video solution had a significant impact on Zocdoc's operations. It allowed the company to quickly adapt to the changing healthcare landscape during the pandemic, facilitating the growth of providers' practices and helping patients safely access the care they needed. The video solution became a crucial component of the overall care experience, which now includes a combination of virtual and in-person interactions with providers. Based on a survey completed in May 2022, patients have responded positively to this combination, with 77% of respondents indicating that they “agree” or “strongly agree” that they will utilize this combination of telehealth and in-person care in the future.

Benefit #1	30 days to build custom video solution
Benefit #2	Over 40% increase in patient telehealth adoption
Benefit #3	60% of virtual visits booked a second, in-person appointment

Benefit #1

30 days to build custom video solution

Benefit #2

Over 40% increase in patient telehealth adoption

Benefit #3

60% of virtual visits booked a second, in-person appointment

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Overview

Zocdoc's Rapid Transition to Telehealth with Twilio-Powered Video Solution

Operational Impact

Quantitative Benefit