Consumer health enterprise SaaS Welltok is launching EngageME to address the communications conundrum population health managers across the nation are facing. Touted as the first enterprise-wide solution that identifies, optimizes and resolves communication congestion — it has proven to reduce costs and increase member engagement and satisfaction.
The service provides population health managers with a holistic view of all the communications their members receive from various departments within the organization. From there, this total visibility into communication volume, should improve campaign orchestration.
For example, EngageME identified 2,500 instances where Medicare members received multiple communications on the same day within a three-month period. By identifying immediate ways to coordinate outreach and improve efficiencies, the organization could save an estimated $12 million.
"EngageME was designed based on over a decade of experience sending billions of communications on behalf of health organizations," AnneMarie Gramling, senior vice president of Welltok Engagement Services, said in a statement. "We saw the negative impact that uncoordinated and redundant messaging caused with disengaged members, lower plan satisfaction and suboptimal spending on ineffective outreach — and we saw a way to reverse it."
EngageME can be integrated into any communications strategy allowing health plans to coordinate every single piece of communication. It reveals communication intensity, cadence and engagement enterprise-wide.
The data-driven solution also allows organizations to track outreach across multiple channels (voice, text, mail, email or live agent); optimize spend by resolving duplicate identities; and prioritize communications and stagger delivery to reduce overload, noise and fatigue
"This is one of those win-win scenarios. Consumers win by receiving more coordinated and intentional messages, and health plans win by streamlining communications and optimizing spend," Gramling concluded.