Twilio Launches Twilio Segment for Healthcare & Life Sciences

Customer engagement platform Twilio has revealed its Twilio Segment for Healthcare & Life Sciences, a HIPAA-eligible customer data platform that enhances patients' experiences and health outcomes.

The company said the new launch enables healthcare organizations to "finally have the opportunity to provide real-time and personalized support for their patients". To deliver a comprehensive patient experience, healthcare institutions need to ensure a seamless transition between digital touchpoints and in-person visits, while keeping track of patient data and history.

“With Twilio Segment for Healthcare & Life Sciences, healthcare organizations can now utilize data siloed in legacy tools that they had access to, but were not able to truly use. The real challenge for these organizations has been to unify data that resides in multiple systems, in real-time, and pull it together into a secure platform that protects the patient’s privacy. Twilio Segment’s HIPAA-eligible CDP makes it easy for any type of healthcare organization to collect insights across all of the patient’s touchpoints within their organization, and use that data to streamline processes, create better patient engagement, and improve health outcomes at scale,” said Erik Wagner, Global Lead of Healthcare at Twilio.

US Customer Experience Awards 2023

As an early adopter of Twilio Segment for Healthcare and Life Sciences, Healthfirst, one of the biggest non-profit health insurers in the US, has seen significant improvements with:

  • Dealing with prescription denial the minute it happens

  • Seeing if patients are consistent with medication with real-time pickup data and determining the need for assistance

  • Assuring that patients attend their annual health check-ups and notifying them via SMS

  • Making use of customer data arriving into the Twilio Segment to acquire more information.

“With Twilio Segment’s HIPAA-eligible CDP and Twilio’s programmable contact center, Flex, we can offer more customized care options, proactively connect with patients for preventive care and real-time assistance, and build specific features derived by members’ customer data that can improve their experience and health outcomes,” said Sandip Chandarana, Associate Vice President of Application Development at Healthfirst.

More about Twilio and Twilio Segment

Customer Engagement Platform Twilio helps companies use communications and data to add intelligence and security to improve customer engagement.

Twilio's customer data platform Segment helps companies collect and unify customer data. The platform provides companies with necessary data used to boost customer service, sales, and marketing as well as further improve customer experience.

Another healthcare company - remote patient care firm Veta Health - has chosen Twilio to elevate its clinical platform with embedded video capabilities.