A stored preference answers the wrong question
A person who prefers text messages for appointment reminders may not want a text about a billing dispute or a clinical result. Channel preference is not one setting; it depends on the sensitivity, urgency, and complexity of what is being sent, and a system that only stores one answer is guessing at the other cases.
Urgency and complexity pull in different directions
A short, time sensitive reminder favors a fast channel. A complex explanation that requires context, a benefits change or a care plan, favors a channel that supports more than a few lines of text or a synthesized voice message. Treating every message the same way, regardless of which of these it is, produces outreach that is fast when it should be thorough and thorough when it should be fast.
The right channel is a decision made per message, not per person
Organizations that get this right are not the ones with the most channels available. They are the ones that decide, for each message, which channel fits its urgency and complexity, and keep that decision connected to what the person has already told them about how they want to be reached.
How Embel Assist helps healthcare organizations put engagement orchestration to work.
Read the challenge in full: Intelligent Engagement