Case Study: St. Luke’s University Health Network accelerates vaccination outreach and scheduling with Twilio

How St. Luke’s Automated ‘shot-line’ Revolutionized Vaccination Communication

St. Luke’s University Health Network struggled to manage a surge of COVID-19 vaccine inquiries, with a growing callback backlog, overloaded call centers, and concerns that older or less tech-savvy patients could miss out. The health network turned to Twilio’s communication platform to address the bottleneck and create a more accessible way for patients to schedule vaccinations.

Using Twilio, St. Luke’s launched its automated “Shot-Line” system in just two weeks, enabling self-scheduling and appointment reminders by voice and text, including Spanish-language outreach and data-based audience targeting. The result was a major scale-up in outreach to 60,000 people daily, a 99.8% decrease in callback time, and more than 320,000 vaccinations administered in six months.

St. Luke’s University Health Network

Kate Raymond

Director of Marketing and Public Relations