Pharmacy Services

35% faster refills for Maxor with Relay patient engagement platform

The Challenge

Engaging patients during meaningful moments

Maxor, a market-leading Pharmacy Benefit Manager, came to Relay looking to stay ahead of healthcare’s digital transformation. The team was seeking a secure, HIPAA-compliant solution to customer engagement that would allow the company to reach patients at meaningful moments in their healthcare journey with proactive, personalized mobile experiences.

The Solution

Offering proactive, personalized support via myMaxorLink

Using the Relay customer engagement platform, Maxor launched myMaxorLink™: a digital engagement platform built to simplify and improve the patient experience by offering timely, prescribed support during critical moments in their healthcare journey. Mobile-driven experiences are now pushed to patients at the time that they’re able to act on the information – lower cost drugs, lower cost pharmacies, refill reminders, and therapeutic educational support, all delivered via mobile without the need for an app download.

Maxor leveraged the Relay platform for a variety of crucial customer moments:

  • Digital welcome kit to educate and welcome patients to myMaxorLink
  • Refill reminders to reduce reliance on expensive outbound phone calls
  • Clinical escalations to identify and engage with potentially high risk patients
  • Copay assistance to patients proactively to relevant content
  • Instructional material to offer guided service with relevant videos, PDFs, FAQs, and more
Our ability to now easily engage members through their mobile device and provide clear recommendations, tailored specifically for them, is a dramatic leap forward in getting patients the information they need to make the best choices within their pharmacy benefit.
Mike Einodshofer, Chief Pharmacy Officer at Maxor National Pharmacy Services

The Results

Reducing outbound calls by 50% by engaging patients on mobile

myMaxorLink™ created more educated patients by inviting them to a HIPAA-compliant personalized message feed that aggregated their health and benefit information and made it easily accessible via their mobile device. With a smart healthcare digital strategy that put all the most important information at their fingertips, patients were able to better utilize the lowest cost medications within their formulary options. Additionally, Maxor benefited from a reduction in the need to make multiple, costly outbound phone calls to connect with refill and specialty patients.


Faster Refills for At-Risk Patients


Reduction in Days to Refill Prescriptions


High-Value Experiences Delivered Within 2 Months of Launch


Reduction in Outbound Calls

Relay drives education, adherence and digital adoption for pharmacy services companies. Learn how we can help you reach your patient engagement goals by contacting us for a demo.