Eli Lilly

Eli Lilly wanted to add SMS as a communication channel to give healthcare professionals the ability to interact with patients via text and send important program information to their phones.

Solution

• SMS Chat service allows HCPs and patients to interact via SMS.
• All SMS communications stored as part of the customer record in Salesforce.
• SMS alerts automatically sent from Salesforce based on customer subscription preferences.
• SMS opt-ins and opt-outs sync’d real-time between mms and Salesforce.
• Program implemented in US, UK, Germany, Italy, and Japan with more countries to follow.

Results

• Increase in patient engagement and overall patient satisfaction.
• Reduced HCP workload with introduction of automated SMS services.