Half-Million Patient Interactions
Reveal Digital Strategy Success
Reveal Digital Strategy Success
Radnor, PA, June 6, 2025 –
Relay Network today shared compelling insights from its recent webinar, “Insights That Matter – Effective Digital Strategies Informed By 500,000 Patient Interactions.,” which revealed powerful trends and benchmarks across the patient engagement lifecycle – from onboarding to adherence. The session was led by Olive Dunford, VP of Life Sciences at Relay, alongside Angela Cornacchia, Director of Patient Access Services at Alkermes.
Key Findings That Uncover Higher Engagement and Better Outcomes
1. Early Engagement Sets the Tone for Success
- Patients introduced to digital tools at the start of their therapy – such as during benefit verification, HIPAA consent, or onboarding – consistently show stronger, longer-lived engagement throughout their treatment journey.
- 45% of patients responded to the very first digital “welcome” communication – a strong indicator of initial trust and receptivity.
2. Timing and Personalization Matter
- Outreach delays cost engagement – messages sent hours later saw a 29% decline in response
- Alkermes’ CRM-triggered followups (appointment reminders, resources) achieve 68% engagement, underscoring the value of immediacy paired with relevance
3. Reducing Friction with Smart Design
Relay’s feed-based digital channel delivered exceptional action rates:
- 86% for program and HIPAA consent forms
- 80% for insurance card submissions
- These experiences overcome common barriers and boost patient responsiveness
Why This Matters for Industry Leaders
- Actionable Benchmarks: Relay’s findings provide benchmarks for engagement goals – such as 45% in welcome messages.
- Strategic Roadmap: Insights affirm that digital tools should be deployed early, used in context, and crafted for simplicity – critical guidance for life sciences, health payers, and patient support teams.
- Proof of Concept: The half-million interaction dataset demonstrated that a digital-first, feed-based strategy delivers measurable outcomes and transforms patient journeys.
About Relay Network
Relay Network is the innovator in B2C communications bringing to the market a secure content delivery channel that enables enterprises to reach and drive customers to action through a personalized, mobile experience, without requiring a login or download. By combining SMS with feed technology, Relay delivers tailored, action-oriented content directly to each customer in a scrolling feed, driving better outcomes across industries like healthcare, financial services, insurance, and life sciences.