A regional hospital network. They asked not to be named. Reminders were built by hand. Screening was a blast list. No-shows showed up as a full waiting room the next morning and a clinic that had spent the afternoon calling.
We put appointment reminders on SMS and WhatsApp in Marketing Cloud, and tied education sequences to the condition. This was messaging the clinic already wanted to send. It was not a clinical-outcomes product, and we will not invent one.
What changed: reminders arrived. Screening went to people who had that condition. Staff hours on the call list came back to the clinic. There is no published no-show percentage we are allowed to print.
What changed
- Reminders reached the patient on a channel they already used, instead of a call list.
- Screening messages were tied to the condition, not a blast.
- Clinic staff took back the hours they spent chasing the next day's list.