Case Study: Pack Health scales personalized patient engagement and secures larger clients with Salesforce

Pack Health confronts health conditions one-on-one

Pack Health is a 71-person company that delivers one-on-one coaching to help people manage chronic conditions; its advisors have supported more than 13,000 members. Facing rapid growth and limited internal engineering resources, Pack Health needed a scalable CRM to manage a much larger workforce of Health Advisors and maintain personalized, multi‑channel engagement across member journeys.

By implementing Salesforce (Service Cloud and Pardot), Pack Health centralized member data, personalized communications, tracked every touchpoint, and maintained strong security controls that helped win larger clients. The platform enabled advisors to scale from handling about 35 members each to hundreds, deploy over 700 pieces of educational content, and measure retention, satisfaction, and health outcomes to continuously improve programs.

Pack Health

David Masom

Director of Product Development and Analytics