Case Study: CareMessage achieves dramatic increases in patient engagement and app retention with Heap

CareMessage helps underserved populations improve health outcomes during COVID-19

CareMessage is a nonprofit health‑tech company that provides the largest patient engagement platform for underserved U.S. populations, using text messaging to connect clinics and patients. When COVID‑19 hit, demand exploded—Outreach usage rose 700%, overall clinic‑patient communication climbed 144%, and providers exchanged over seven million messages in March—so CareMessage launched a free version (CMLight) to help clinics communicate urgent information quickly.

To manage the surge and improve the user experience, CareMessage used Heap to monitor behavior without requiring integrations, building dashboards to track logins, retention, and engagement. Heap showed app logins up 49%, total login events up 40%, and retention up 318% (Feb–Mar), insights that shaped product improvements and communication strategies to better support clinics and patients during the crisis.

CareMessage

Nina Parikh

Director of Product