RealizedCare Case Study

The Challenge

RealizedCare excelled in developing a clinically validated digital chronic pain-management program, called Fern, that employs physical, psychological, and social approaches to treating the source of chronic pain.

While one-on-one coaching was a big differentiator of their offering, the team saw the need to translate clinical program content into more proactive guidance and reminders in order to improve engagement and deliver a unified experience for participants.

Why RealizedCare Chose ONWARD Insights

RealizedCare needed a partner who not only understood the mechanisms of behavior change in health but also how to drive meaningful engagement inside of employee benefit plans.

They partnered with ONWARD Insights because of our understanding of and ability to work within the constraints of communicating within employee benefits plans, where dozens of offerings compete for attention.

With an extensive background working alongside clinical teams, we are able to distill the spirit behind clinical outcomes into an approachable voice across its messaging.

The Solution

We engaged in a three-phased strategy to determine the narrative journey and initial structure for RealizedCare’s member engagement across its digital chronic pain-management program.

Discovery

Conducted a series of workshops with the clinical, product, and marketing teams to understand different member personas, their goals, and the program’s objectives.
Analyzed the chronic pain curriculum to identify emotional rewards, graduation criteria, and current software limitations inside SFMC and app.

Strategy

Developed an initial email strategy that worked within the bandwidth constraints of the internal development team and could later expand to include things like SMS and Push Notifications.
Employed prompts to celebrate participants’ achievements as they moved through the program’s eight units to keep them engaged and motivated.
Designed the content in a fun and memorable way to enhance engagement and drive completion rates, using visual badges to build a sense of accomplishment.
Refined the strategy with the clinical and product teams to ensure alignment with the program's philosophy and goals, and the longer-term product roadmap.

Implementation

Built the email journeys in Salesforce Marketing Cloud.
Created the logic for the program’s email journeys, which included triggers, timing, and reminders, and then provided that process to their build team to implement.

The ONWARD Insights team was amazing, from start to finish. They engaged various stakeholders and came back to the table with a member engagement journey that gave our clinical content an approachable, encouraging voice. Throughout the journey, they give us the bandwidth to be both proactive and reactive to what we needed.

Erin Conwell
Director of Marketing, RealizedCare

ONWARD Insights works hand-in-hand with sales, product and marketing teams to empower growth in healthcare, employee benefits and population health. By aligning sales, product and marketing, we empower teams to uncover hidden bandwidth, deepen customer retention, improve user engagement, and drive conversations that lead to new revenue.

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Empowering Engagement:

An Innovative Approach to Program Participation

The Challenge

Why RealizedCare Chose ONWARD Insights