THE TWIG JOURNEY
The member journey is relationship-based, friendly, and interactive. It includes three stages designed to build positive long-term, enjoyable interactions with members.
The first step to building a healthy foundation for the collaboration experience
- Data scrub
Analyze, normalize, and segment member data, finding the best way to reach every person
Create a baseline relationship to enable action for initiatives, such as education, pre-screenings, etc.
Get to know members — understand their motivation, relevant medical profile, goals, pre-screening, and personal story
- Digital IQ
Profile each member with a Digital IQ of channels used, preferred method of communication, digital comfort level, and more
- Digital onboarding
Support members to communicate in their preferred digital channel
We know members on a personal level, and we onboard them to their preferred digital channel.
- Data scrub
Engage with members around specific care management initiatives and activate certain actions.
Connect via preferred channel, prioritized by AI and according to specific initiative
Enable with tools and resources for specific actions and initiatives
Support member activity, e.g., scheduling, and confirm adherence
We utilize the relationship created in the Greet phase as a platform for continuous activation related to specific initiatives.
Provide ongoing support to build long-term relationships, with lasting results
Every member is assigned a personal care plan, with targeted follow ups and personalized encounters via omni-channel outreach
Measure and track progress, identify specific gaps to act on
Provide members with AI-powered reminders on their preferred channel
- Ongoing Support
Available 24/7 to support any member needs
We provide members with continuous personalized support, while tracking progress and gaps.
THE TWIG PLATFORM Our platform uses AI and machine learning to guide the collaboration experience. We leverage claims, Rx, and self-reporting member data for a comprehensive solution.
- Alerts, such as anticipated churn, compliance issues, compliance issues, etc.
- Recommended content & messages, with best time to send
- Predicted follow ups and preferred communication channel
- Daily tasks created for Twig front-line team
- Best responses for member communication
- Outcome targeted Care Plans
Optimization & Reporting
- Detect & analyze anomalies, gaps in digital user flow
- Match the best front-line representative for specific members
- Generate impact reports
COMPLETE CRM CAPABILITIES
The Twig solution is built on the five key stages of the CRM cycle: reaching a potential customer, customer acquisition, conversion, customer retention, and customer loyalty – tailored to meet the needs of the healthcare industry.
Our technology is omnichannel and based on cutting edge CRM, powered by Salesforce Health Cloud and configured for member success.