Case Study: Labflow achieves rapid, reliable delivery of patient test results with Twilio Programmable Messaging

Labflow integrates twilio programmable messaging to help deliver important health diagnoses to patients in australia

Labflow is a cloud‑based, end‑to‑end software provider for pathology labs in Australia that helped stabilize testing during the COVID‑19 surge. Facing overwhelmed labs and broken testing systems in New South Wales, Labflow grew to work with 70+ clinics and processed over 50% of PCR tests in the state (3M+ tests), creating a need for reliable, scalable patient communications as it expanded.

Labflow embedded Twilio Programmable Messaging into its automated workflow—QR check‑in, profile creation, specimen collection confirmation, and final result delivery—cutting the patient processing time to about 90 seconds. Twilio’s APIs enabled real‑time deliverability monitoring, reduced inbound calls, and supported scale (over 40,000 SMS weekly and ~7 million messages sent), while the platform’s flexibility has allowed Labflow to extend testing to other viruses and new markets.

Labflow

Ben Richardson

Chief Executive Officer