A U.S.-based medical device startup needed to improve post-discharge patient follow-up after traditional outbound calls were reaching only about 20% of patients.
Low call reach limited visibility into recovery progress, drainage volumes, healing timelines, and device performance. The client also had a fragmented one-way SMS process that used a separate number and an extra scheduling tool.
Premier NX helped redesign the follow-up process around the patient experience through two-way SMS, Amazon Connect integration, and live-agent workflows. The result was close to 60% patient reach, stronger recovery data, and a simpler communication model that preserved access to live human support.
Inside the Client Success Story
- How Premier NX helped the client move from low-reach outbound calls to human-led two-way messaging.
- How two-way SMS improved patient follow-up reach from about 20% to close to 60%.
- How Amazon Connect, Twilio, and Google Sheets supported a more connected communication workflow.
- How calls and SMS were consolidated under one toll-free number to simplify the patient experience.
- How live-agent support preserved empathy while improving recovery-data visibility.
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