Secure Medical is a medical technology company that provides consumers with the opportunity to book telehealth consultations with physicians for a range of medical ailments. Email is one of the primary ways Secure Medical connects with consumers, but its email platforms were cumbersome and time-consuming to use. To save time and effort and reduce costs, the Secure Medical team chose to deploy Acoustic Campaign to create the company’s digital B2C campaigns more efficiently, increase email deliverability, boost engagement, and retain more customers.

“Our most important challenge is customer retention,” says Kyle Rao, President & CEO of Secure Medical. “We find that some customers only purchase one time, due to a special promotion or just because they wanted to try our services.”

Some customers have used Secure Medical for over 20 years, but the average customer has been using its services for three to four years. For brands aiming to retain customers and increase their lifetime value, consistent communication is critical.

Rao reports, “Deliverability and reliability were a challenge. We had several issues with prior email platforms. The tools were cumbersome and required several steps to set up a campaign. Scheduling emails wasn’t clear, and the storage of past templates wasn’t intuitive. We also didn’t have the reporting features that Acoustic currently offers. The list goes on and on. But since deploying Acoustic Campaign, we’ve found that it’s the most reliable tool for increasing our open rates and click-throughs.”

What Rao wanted was ease of use coupled with extensive reporting: “When we are in a crunch to launch a timely campaign, the last thing we want to do is labor over the layout. We prefer to pre-set templates and provide minimal changes when needed. We find this key.” He continues, “We also want to monitor and focus our overall deliverability for each campaign and optimize the process where it is needed.”

In researching a new solution, the team realized, “More important than anything was the time it took to set up a substantial email template that we could replicate weekly. The ease of use was also important, with accurate and detailed reporting of past campaigns.”

Rao notes, “We did use three other email platforms before using Acoustic. If we would have implemented Acoustic’s platform earlier, it would have saved us a lot of energy and costs.”

Rao’s team compared several email platforms. “Primarily, we wanted the tool to utilize our data fields to support timely campaigns. After a year of running two platforms simultaneously, we decided to use Acoustic Campaign as our primary and only email platform. The decision to scale down was easy as Acoustic was able to meet all of our needs effectively.”

Implementation has made measurement easier, too. “Now, we’re using Campaign to measure open rates as well as click-through rates. We also use comparison tools to calibrate changes in customer behavior. Based on these results, we optimize templates so we can increase engagement. Campaign makes it possible to A/B test as well, which is another way we measure performance and optimize our campaigns.”

Rao continues, “Each campaign has metrics and stats that provide us with more data to make more prudent decisions. We look for trends and timely opportunities to capitalize on successful campaigns.”

Having the tools to make decisions quickly is crucial. According to Rao, “We like having the ability to store images within the platform, which enables us to quickly update templates. We also have the opportunity to set up different reporting functionalities within one page, which further increases our productivity.”

Artificial intelligence (AI) is also improving productivity at Secure Medical. “Using AI, we filter messages and questions sent to our marketing team, so we are not burdened with sorting through the volume of inbound asks. This makes it easier and much quicker to reply to questions by visitors and current customers.”

Rao reports that Secure Medical has reached its marketing goals with Acoustic. “Since using Campaign, we’ve seen open rates increase an average of 16.4% per annum. We have also seen a net surplus of email accounts opting into our email campaign on a weekly basis, since starting with Acoustic five years ago. We’ve exceeded at least a 200% growth in email opt-ins over the past three years.”

For other brands looking to implement a powerful email marketing platform, Rao advises, “Dive in deep and discover the opportunity that could make outcomes prosper faster with more innovative solutions. As a pioneer in the telemedicine industry, we’ve done our due diligence and stick with what works. Look for good customer service and real-time answers, as Acoustic is able to provide us.”

Put simply, Rao says, “Before Acoustic, email marketing was slow and laborious. After, we’re realizing advanced program success.”