Improving Member Engagement through
Personalized Smart Video

A healthcare organization improved claimant engagement
and reduced support effort through personalized smart
video communication.

The Challenge

For a healthcare organization, communicating short-term disability benefits effectively was a challenge. Traditional approaches were not engaging claimants, leading to higher call volumes and increased operational effort.

Low Engagement Levels
Traditional communication methods failed to effectively explain benefits to claimants
High Call Dependency
Increased reliance on call-based support added operational strain and costs
Unclear Benefit Communication
Claimants lacked structured, easy-to-understand information and clear next steps

The Transformation

To improve engagement, the organization shifted to a more personalized communication model. Smart video enabled clearer benefit explanation while reducing dependency on support channels.

Solution

Personalized Video Communication
Delivered tailored videos to claimants to improve engagement and understanding
Structured Benefit Explanation
Included detailed, easy-to-follow information on benefits and available options
Embedded Call-to-Action
Enabled direct connection to consultants through integrated action prompts

95% claimant approval of the personalized video experience
Strong engagement during the initial rollout
~20% reduction in call volumes
Lowered dependency on support channels
~15% reduction in operational costs
Improved overall communication efficiency