Case Study: EnlivenHealth achieves personalized, scalable patient engagement with Twilio (12–15% fewer transfers, 30 minutes saved per 100 calls)

How Enlivenhealth® is Powering Personalized Patient Engagement at Scale With Twilio

EnlivenHealth, the retail pharmacy solutions division of Omnicell, provides patient engagement, financial management, and population health tools to more than 50,000 pharmacies. Facing rising demand for personalized, omnichannel communications and wanting to stop reinventing core telecom infrastructure, the company needed a reliable, scalable platform to deliver personalized IVR and keep more routine calls in automation so pharmacists could focus on complex care.

EnlivenHealth chose Twilio as the communications layer to power Personalized IVR and an omnichannel stack (SMS, chatbots, email, mobile app), using Twilio’s Lookup API and AI-driven workflows to recognize callers, validate identity, and surface prescription options. The solution reduced phone transfer rates by 12–15%, saved pharmacists about 30 minutes per 100 calls, improved patient satisfaction, and is being rolled out nationally while letting EnlivenHealth concentrate on healthcare workflows.

EnlivenHealth

Kim Howland

Vice President, Product