Case Study: CareMessage achieves improved patient engagement and message deliverability with Twilio

Caremessage Keeps Communities Healthy with SMS

CareMessage is a San Francisco–based non‑profit that builds simple, scalable communication tools for safety‑net health systems after its founder saw widespread gaps in care following Hurricane Ike. The organization struggled with patients being unreachable or not followed up on because clinics lacked reliable ways to contact people outside the office and had no visibility into whether messages were delivered or responded to.

CareMessage uses Twilio’s programmable SMS, Voice, and LookUp number intelligence to classify numbers, segment outreach, and automate tailored follow‑ups—switching to voice for landlines and triggering calls when texts go unanswered. The result is better deliverability and real‑time engagement (avoiding undelivered texts to ~25% landlines), higher response and retention rates, fewer no‑shows for appointments, and the ability to scale outreach (sending up to 1.5 million SMS).

CareMessage

Cecilia Corral

Co-Founder and VP of Product