Case Study: Visionworks achieves personalized, scalable patient engagement with Twilio

Visionworks sees personalized and scalable patient engagement with Twilio

Visionworks, a VSP Vision company and one of the largest optical chains in the U.S., needed a reliable way to manage high volumes of patient communications across email and SMS without sacrificing speed, deliverability, or personalization. Their challenge was sending time-sensitive reminders and updates to more than 20 million customers while avoiding message overload and staying aligned with patient preferences.

Twilio provided the solution with Twilio SMS and SendGrid Email, enabling Visionworks to send scalable appointment reminders, order notifications, and two-way text confirmations and cancellations. The results included improved engagement and fewer no-shows, with SMS reminders making customers 3 times more likely to book an exam than email alone, and SMS rebooking nearly doubling compared with email. Twilio also helped streamline opt-outs and preference management, making communication more efficient and customer-friendly.

Visionworks

Richard Senzel

CRM Manager