Nurx reinvents the digital patient experience using data with empathy

Nurx faced a common roadblock many marketers experience when starting to define a customer journey: How to use all of the data and information at their fingertips, specifically when it came to their post-prescription flow. They discovered that physicians and healthcare experts were spending a lot of time answering the same questions at similar times in the customer journey over and over. 

Since every patient’s journey is unique—not just at the automation level, but at the creative and education level—Nurx began searching for a partner that could help them communicate the answers their customers were looking for on their preferred channels (SMS and/or email).

Since 2018, Nurx has been using the flexibility of the Cordial Data Platform to automate their personalized messages and scale their email and SMS programs. And with an increased reliance on healthcare and telehealth in 2020, Nurx was uniquely positioned to become a pioneer in the healthcare space due to their powerful use of data. Nurx has now gone beyond email and SMS marketing channels to deliver a holistic patient experience through empathy with their digital communications. They continue to broadly testing the efficacy of email and SMS channels to see which generates more engagement for each customer.

With the help of Cordial, Nurx is now able to pinpoint where a customer is in their individual journey. They use data to personalize each customer experience by proactively addressing specific pain points or gaps in knowledge, and removing barriers, like stalls in the buying cycle, through their marketing funnel. In turn, they are reducing inbound tickets to physicians with associated high costs and offering a best-in-class experience.