Influence Health's Consumer Experience Platform

Building consumer loyalty
through extraordinary
digital experiences

It takes a lot to impress today’s empo
consumers, positively influence prov
loyalty, and demonstrate solid mark
WE CAN HELP.
Our Consumer Experience
Platform delivers exactly what
your busy healthcare marketing
team needs to address today's
digital challenges, in less time
and with fewer technical hassles.
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CONSUMER EXPERIENCE PLATFORM

powered healthcare
rovider selection and brand
arketing performance.
With the Consumer Experience Platform, you can improve your teams’
velocity, regardless of technical skill, and gain the ability to act in
real-time by gaining deep, data-driven insights into consumers’ needs
and interests. With this SaaS-based platform, you’ll reduce the effort
required to create, publish, and test content; deliver relevant, timely,
personalized offers across multiple channels, including responsive
websites; and measure marketing performance, all with little to no
reliance on IT.
All fancy jargon about a unified consumer journey aside, the core
benefit of the Consumer Experience Platform is that it simply makes
marketers more efficient and effective, cutting their reliance on IT and
developers. It enables sophisticated personalization and multi-channel
engagement without the challenges of trying to integrate multiple point
solutions. Ingesting data from website behavior, email and social
interaction, and CRM helps recommendations and other personalization
deployments perform better, dollar for dollar.
BUILD CONSUMER LOYALTY THROUGH EXTRAORDINARY EXPERIENCES
02

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CONSUMER EXPERIENCE PLATFORM

•
Identify and target key audiences
and patient populations
•
Execute high-performing campaigns
and outreach programs
•
Build brand loyalty with personalized
consumer experiences
•
Increase the performance of digital,
web, and social media marketing
•
Measure marketing’s impact on
appointments, procedures, revenue,
and contribution margin
In addition, the Consumer Experience Platform will save your organization
from the massive opportunity cost associated with managing multiple
martech vendor relationships. There’s no need to waste collective hours
handling contracts, sitting on weekly check-in calls, and limping through
piecemeal integrations. Partnering with Influence Health, your marketers
and IT professionals can gain five to ten hours a month just by eliminating
the need to connect with different vendor reps.
BUILD CONSUMER LOYALTY THROUGH EXTRAORDINARY EXPERIENCES
04

Family
History
Age
Health
Interests
Location
Preference
Form
Data
Primary
Language
Email
Gender
UNORGANIZED
CONSUMER
DATA
OPTIMIZED
CONSUMER
INSIGHTS
CUSTOMER RELATIONSHIP
MANAGEMENT
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CONSUMER EXPERIENCE PLATFORM

Personalize Experiences
for a Higher ROI
CRM
Increasing relevance increases conversions — delivering a higher ROI.
That’s why a foundational element of the Consumer Experience Platform
is a unified consumer database that provides a comprehensive view of
individual prospects and patients. With deep consumer insights, both
marketers — and their systems — can deliver content and offers in
real-time based on each person's unique health needs and interests.
Designed specifically to meet the stringent privacy and security
requirements of healthcare, the CRM database will bring your
organization’s clinical, financial, and behavioral marketing data together;
enrich it with a comprehensive set of consumer demographic data from
Experian; apply advanced scoring and segmentation models; and put
your data through an extreme hygiene process to prepare it for use in
both your print and digital campaigns.
BUILD CONSUMER LOYALTY THROUGH EXTRAORDINARY EXPERIENCES
06

MATCHING
CAMPAIGN GOALS
WITH CONSUMERS'
NEEDS FOR A
PERFECT FIT.
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CONSUMER EXPERIENCE PLATFORM

Create the Ideal Audience
for Marketing & Population
Health Initiatives
CRM
Identifying the right audience segment for a service line marketing
campaign is easy – simply select from a comprehensive library of “Ideal
Target” formulas to quickly pinpoint the best prospects, qualified prospects,
or patients for your campaign, then apply filters, refine your counts to
match your campaign budget, and watch your response rates soar.
With the ad hoc query builder, your organization can also identify a
specific audience for population health and wellness outreach
leveraging demographic, behavioral, and clinical data. For example, you
can educate a group of patients who have used the ED inappropriately
about the availability of Same Day Appointments or Urgent Care Clinics,
reach out to an at-risk population with a targeted cardiology health risk
assessment, or encourage recently discharged patients to enroll in your
organization’s patient portal or download your new mobile app.
BUILD CONSUMER LOYALTY THROUGH EXTRAORDINARY EXPERIENCES
08

Excel at Mobile, Social,
& Search Advertising
DMS
Sophisticated Facebook Custom Audience Targeting algorithms,
custom-built for service lines, ensure your mobile, social, and
retargeting campaigns achieve your new patient acquisition, revenue
growth, and wellness program targets.
To make digital marketers even more efficient, the platform is also
connected directly to the Google AdWords API. Our experts, or yours,
are empowered to do Google keyword research, bid optimization,
ad purchases, launches, and campaign optimization from a single,
intuitive console.
Influence Health is a certified Google AdWords and Facebook
Marketing Partner as well as an exclusive healthcare provider
partner with Crownpeak. These strategic partnerships allow
us to get more insight and deliver better service for our clients.
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CONSUMER EXPERIENCE PLATFORM

Engage Consumers Offline
with Digital Variable Print
DMS
Direct Mail can be a powerful offline marketing channel that’s just as
relevant and dynamic as online channels. The Consumer Experience
Platform lets you use all your consumer experience data to create,
publish, target, and deliver highly personalized print content.
BUILD CONSUMER LOYALTY THROUGH EXTRAORDINARY EXPERIENCES
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Nurture Leads with
Personalized Email
DMS
Email is a highly effective strategy for influencing consumers whom
have previously responded to your campaigns to take the next step
and schedule a class, appointment, or procedure. With the Consumer
Experience Platform, it’s both easy and affordable to deliver the right
email offers exactly when your most qualified leads want them,
because it includes email marketing that works in harmony with your
other marketing channels and leverages consumer intelligence directly
in real time.
TOP
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BUILD CONSUMER LOYALTY THROUGH EXTRAORDINARY EXPERIENCES
12

Dominate
Local Listings
DMS
Growth depends on your ability to compete in “near me” search
moments, so the Consumer Experience Platform includes a
comprehensive healthcare Directory Listings Management solution that
ensures high visibility and accuracy of all your provider and location
listings. Part product, part service, this solution makes it effortless for
you to claim and cleanse local listings, track directory listing presence
and accuracy with intuitive dashboards and analytics, and gain key
metrics such as how often and accurately location data appears in
search results.
Directory Listings (Atlanta, GA)
Dr. Sara Connor M.D.
Internal Medicine,
Primary Care
Location
Saint Joseph Hospital
Atlanta, GA 30301
BOOK ONLINE
Save PDF Profile
Details
Affiliations: Health Medical Group
Health Partners
Hospitals: Saint Joseph Hospital-Georgia
Years in Practice: 19
Languages Spoken: English and Spanish
Board Certifications: Internal Medicine
Education: Saint Joseph Mercy Oakland
Hospital - Trinity Health, Michigan
University of Toledo College of Medicine,
Ohio (Education)
Gender: Female
ME
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CONSUMER EXPERIENCE PLATFORM

Improve Your
Online Reputation
DMS
Today’s consumers compare providers just like they do hotel rooms,
making online reputation management a critical strategy for new
patient acquisition. The Reputation Management module will help you
improve your providers’ star ratings and visibility in search by making
it efficient to monitor and respond to negative reviews, solicit positive
patient reviews, and encourage patients to share their positive
experiences online.
BUILD CONSUMER LOYALTY THROUGH EXTRAORDINARY EXPERIENCES
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Create & Publish High Quality
Content, Cross-Channel
Influence Health's Content Management System makes it easy for
healthcare marketers to quickly build and launch personalized websites
and multi-channel digital experiences, at scale. With it, your websites
and landing pages will always be at the center of a completely
connected consumer experience that is easy to personalize based on
everything you know, or can derive, about a visitor.
The solution’s architecture is separated into two conceptual areas:
content management and content delivery. This separation, called
decoupled deployment, is key to the system’s ability to support digital
content delivery on any device, via any channel, including responsive
healthcare websites, landing pages, mobile applications, digital
displays, and the emerging screens and IoT devices of the future.
Because it’s a fully-managed SaaS solution, there is no software or
infrastructure to buy or set up and no need to worry about security,
performance, or capacity management. Everything is fully managed by
Influence Health with maintenance, 24/7/365 monitoring, updates, and
backups included.
Do more, pay less.
Contemporary
Decoupled
Content
Management
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CONSUMER EXPERIENCE PLATFORM

CMS
Built-in governance and digital asset management tools make it easy for
content authors to comply with brand and quality control standards and
ensure all content is compliant with SEO best practices and accessibility
standards. With no added expense, you can manage and secure
thousands of digital assets and know you’re always using the latest
approved versions.
Advanced personalization logic helps identify target segments, compile
relevant content, and deliver timely, valuable subject matter to
individual consumers. Event- and behavior-triggered marketing rules
deliver personalized content in real-time in any target environment.
Finally, advanced out-of-the-box healthcare components such as
Provider Directory, Provider Ratings, Classes & Events, Locations,
Services, Clinical Trials, and more enable marketing to quickly and cost
effectively deliver the self-service and convenience capabilities
consumers value most when visiting a healthcare website, without
investing time and effort in expensive custom development.
Blog
Digital Asset
Management
Digital Quality
Management
Healthcare-
Specific
Applications
BUILD CONSUMER LOYALTY THROUGH EXTRAORDINARY EXPERIENCES
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ACCURATE
VISIBLE
SUCCESSFUL
Convert More Leads
at Every Stage
DMS
Track all your inbound phone calls and form completions in real-time,
so you can know with confidence which campaigns are generating
high-quality leads and which require optimization. Improve your
downstream ROI by tracking response times and providing the tools
and data your Contact Center teams need to personalize their
conversations with prospects and patients, in real-time.
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CONSUMER EXPERIENCE PLATFORM

Demonstrate Solid
Business Results
CRM
The Consumer Experience Platform makes measuring success and
attribution much simpler and more accurate. The platform connects the
dots between campaigns and channels and synchronizes the reports
versus having to integrate a BI or reporting tool to get data from myriad
different point solutions.
Now marketing leaders can demonstrate that print and digital marketing
campaigns are producing results by connecting campaign activity to
leads to appointments and procedure revenue. Track multi-channel
campaigns with real-time dashboards and visualizations, or run
advanced reports to connect revenue to leads and leads to campaign
activity in order to confidently recommend doing more of
what’s working and less of what’s not.
Cumulative Value Over Time
2000K —
1800K —
Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2
ROI
$21 : 1
Running Sum of Cumulative Pipeline Value
1600K —
1400K —
1200K —
1000K —
800K —
600K —
400K —
200K —
0K —
Pipeline Value
$1,908,335
Total Market Spend
$86,341
Avg Cost Per Lead
$4.48
New Interested Conversion Outcome
BUILD CONSUMER LOYALTY THROUGH EXTRAORDINARY EXPERIENCES
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Enhance & Optimize
Existing Investments
CXP
You’ve already invested in a lot of marketing technology, which means
some consumer and campaign data will continue to live outside the
Consumer Experience Platform. That’s why Influence Health offers both
a pre-set built of APIs and connectors for dozens of common martech
solutions as well as an open, standards-based set of APIs for custom
integration development.
The Consumer Experience Platform can leverage data in other systems
to make your marketing more relevant, and it can turn big data into
actionable intelligence that can be leveraged easily by your entire
organization. With Influence Health, all your consumer experience
teams – marketing and clinical – can have the same unified view of
the consumer, and you can all work together toward the same goal:
creating loyal consumer relationships.
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CONSUMER EXPERIENCE PLATFORM

We connect existing
systems so you can
create seamless
consumer journeys.
BUILD CONSUMER LOYALTY THROUGH EXTRAORDINARY EXPERIENCES
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Influence Health is the
leading provider of
digital consumer
experience solutions,
designed specifically for
the healthcare industry.
The Consumer Experience Platform securely manages sensitive
consumer data, provides consumer intelligence, manages
campaigns and content, improves a brand’s digital presence
across the search ecosystem, delivers engaging web experiences,
and powers personalized communications, at scale. With the
Consumer Experience Platform, non-technical marketers can
deliver relevant and timely content, across every channel,
without being overly reliant on IT. More than 1,200 healthcare
organizations trust Influence Health to deliver the personalized
interactions that increase brand awareness, new patient
acquisitions, service line growth, and consumer loyalty.
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CONSUMER EXPERIENCE PLATFORM

For more information about
Influence Health, visit:
influencehealth.com
BUILD CONSUMER LOYALTY THROUGH EXTRAORDINARY EXPERIENCES
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phone
email
office
888.633.7335
info@influencehealth.com
3000 Riverchase Galleria, Ste. 1500
Birmingham, AL 35244
INFLUENCEHEALTH.COM
© Influence Health 2017. All rights reserved. IH_CXP_09_2017