Case Study: The Prelude Network achieves real-time patient experience improvements (37%+ SMS response rates, 89% detractor retention) with Medallia

Using technology to transform the fertility journey

The Prelude Network, the largest single provider of fertility services in the USA with 28 locations and over 1,200 team members, faced the challenge of delivering a consistent, personalized patient experience across tens of thousands of IVF cycles annually. To capture real-time patient insight, automate feedback-to-review workflows, and integrate across multiple EMRs, The Prelude Network partnered with Medallia (leveraging the Medallia Experience Cloud with services support from Excers).

Medallia implemented SMS surveys sent 15 minutes after interactions, Medallia Conversations for two-way follow-up, Medallia Promote for review generation, and automated workflows and EMR integrations to trigger alerts and timely phone outreach. As a result, The Prelude Network achieved a 37%+ average SMS response rate (vs. 0.03% from prior research), closed the loop with 100% of patients within 24 hours, retained 89% of detractors (enabling 130 more patients to achieve a baby), and captured feedback from 2,700+ telehealth visits to drive real-time improvements.

The Prelude Network

Lisa Duran

Chief Experience Officer