Cookies help us display personalized product recommendations and ensure you have great shopping experience.

By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
SmartData CollectiveSmartData Collective
  • Analytics
    AnalyticsShow More
    sales and data analytics
    How Data Analytics Improves Lead Management and Sales Results
    9 Min Read
    data analytics and truck accident claims
    How Data Analytics Reduces Truck Accidents and Speeds Up Claims
    7 Min Read
    predictive analytics for interior designers
    Interior Designers Boost Profits with Predictive Analytics
    8 Min Read
    image fx (67)
    Improving LinkedIn Ad Strategies with Data Analytics
    9 Min Read
    big data and remote work
    Data Helps Speech-Language Pathologists Deliver Better Results
    6 Min Read
  • Big Data
  • BI
  • Exclusive
  • IT
  • Marketing
  • Software
Search
© 2008-25 SmartData Collective. All Rights Reserved.
Reading: Silverlink update
Share
Notification
Font ResizerAa
SmartData CollectiveSmartData Collective
Font ResizerAa
Search
  • About
  • Help
  • Privacy
Follow US
© 2008-23 SmartData Collective. All Rights Reserved.
SmartData Collective > Analytics > Predictive Analytics > Silverlink update
Predictive Analytics

Silverlink update

JamesTaylor
JamesTaylor
8 Min Read
SHARE

I did some work with Silverlink some time ago and was really impressed by their use of decision management to improve the communication of health plans and others in the healthcare space with members and patients. I got a chance to catch up with them recently to discuss progress and their use of adaptive control – also known as champion/challenger, test-and-learn or A/B testing.

Silverlink provides communications services (on behalf of health plans, population health companies, and pharmacies) to educate and support consumers on important health decisions. Their programs span health, economic and administrative behavior change. Silverlink has grown to 100 plus employees from about 50 in the last couple of years, with an increasing focus on analytics as part of their solution. They had 47% growth in 2008 and strong (though as yet unreported) growth in 2009. despite the recession. They have completed over 250M interactions with healthcare consumers and have worked with all of the top 20 health plans on a variety of programs in health behavior change from flu shots to drug adherence programs to health risk assessments and alternative coverage identification…

More Read

The Gadget: Linksys’ Media Hub seems like a server, since…
Lessons from Social Media Meet-Up, Part I – Measuring is Easy; Evaluation is Hard.
Big Analytics Rather Than Big Data
House Hearing on Hedge Funds
Predictive Maintenance Solutions made possible by Big Data, Open Standards, and Analytics

I did some work with Silverlink some time ago and was really impressed by their use of decision management to improve the communication of health plans and others in the healthcare space with members and patients. I got a chance to catch up with them recently to discuss progress and their use of adaptive control – also known as champion/challenger, test-and-learn or A/B testing.

Silverlink provides communications services (on behalf of health plans, population health companies, and pharmacies) to educate and support consumers on important health decisions. Their programs span health, economic and administrative behavior change. Silverlink has grown to 100 plus employees from about 50 in the last couple of years, with an increasing focus on analytics as part of their solution. They had 47% growth in 2008 and strong (though as yet unreported) growth in 2009. despite the recession. They have completed over 250M interactions with healthcare consumers and have worked with all of the top 20 health plans on a variety of programs in health behavior change from flu shots to drug adherence programs to health risk assessments and alternative coverage identification. Perhaps half the plans they work with are regulars, organizations that are really thinking about how analytically-driven outreach can help with their business overall. Many of these started smaller, with one-off projects, but are now rolling these out more broadly. They are also doing more work with Pharmacy Benefit Managers like CVS or Walgreens and these folks tend to be more analytically sophisticated – used to the idea of control groups etc.

Often the programs being managed combine outcome benefits for members and financial benefits for the plans. Moving to by-mail prescriptions, for instance, decreases costs for the PBM and improves health outcomes too.

Typically Silverlink develops an initial segmentation based on demographics and health data. Increasingly Silverlink is trying to use analytics and the experience it has built up to help companies make good initial selections. Once the initial intervention is launched they develop a champion and then challenge it regularly and rapidly, using their experimentation strategy and randomized control groups before integrating the results for ongoing improvement. As you might expect in such a complex and regulated world, data integration remains an issue, but the plans have become much more willing to use claims data as part of their analytics and this is key as the claims data represent the core behavior data for members of these plans.

It is critical to analyze how different segments respond to different approaches even when you make good selections, though, so they always measure and track. Even though Silverlink has some best practices the specific program, population, targeted behavior change all impact what will work best. Often too the challengers are better for a sub segment (e.g. a male voice works better for certain ethnicities and young males). Analyzing how and why a challenger strategy is better is a key element of deciding what changes to make when. Silverlink puts an explicit focus on finding barriers to response, engagement and ultimately ‘taking action’, and can address them dynamically during a call – real time decision-making based on the data being collected during the current conversation is really important in driving behavior. In addition, Silverlink is running programs that study the impact of multiple-action/sequenced activities.

To illustrate, various changes can be considered to an outreach program as part of a challenger strategy. These examples are for certain populations and specific applications, as no two populations are the same, but they are illustrative. The approach and the results will vary by the behavior you are trying to motivate.

  • The number of attempts is one lever. For instance in one program going from 1 to 3 attempts increased response by 50%
  • Using different voices for the recorded messages is another and changing the voice used also had a 50% improvement in one program.
  • In one program, Silverlink is using last names to predict ethnicity/language to help plans do targeting in regions where many ethnicities live and many languages are spoken but where this data is not available for all members. Colorectal screening was an interesting test and an example where a male voice outperformed female voices. Interestingly for Hispanic groups this was particularly strong. Within the voice testing there was also an ethnic v standard messaging variation by group.
  • Day of week and hour of day is another. Monday performed really well with Weds and Thurs next and Tuesday and Friday last. But Monday is a call center challenge because most call centers are so busy with in bound calls. Nevertheless the data suggested that organizations could not leave Monday out of their outbound plans.

They had one great example of a program to help engage members in disease management and lifestyle programs. They started with a 6.6% response rate, changed the message (up to 8%), the script twice (12.2% then 12.8%), the voice (13.1%) and finally the policy (16.3%). Using adaptive control they improved the response rate by 150% over 6 weeks. A great illustration of the power of adaptive control and learning through champion/challenger.

Link to original post

TAGGED:analyticsdecision management
Share This Article
Facebook Pinterest LinkedIn
Share

Follow us on Facebook

Latest News

sales and data analytics
How Data Analytics Improves Lead Management and Sales Results
Analytics Big Data Exclusive
ai in marketing
How AI and Smart Platforms Improve Email Marketing
Artificial Intelligence Exclusive Marketing
AI Document Verification for Legal Firms: Importance & Top Tools
AI Document Verification for Legal Firms: Importance & Top Tools
Artificial Intelligence Exclusive
AI supply chain
AI Tools Are Strengthening Global Supply Chains
Artificial Intelligence Exclusive

Stay Connected

1.2kFollowersLike
33.7kFollowersFollow
222FollowersPin

You Might also Like

First Look – IDIOM Decision Manager

11 Min Read

Smart meters need smart systems, not a better user interface

6 Min Read

From Business Intelligence to Personal Intelligence

3 Min Read
power of big data and learning analytics
AnalyticsBig DataExclusive

Discover The Power of Big Data And Learning Analytics For Education

8 Min Read

SmartData Collective is one of the largest & trusted community covering technical content about Big Data, BI, Cloud, Analytics, Artificial Intelligence, IoT & more.

ai in ecommerce
Artificial Intelligence for eCommerce: A Closer Look
Artificial Intelligence
giveaway chatbots
How To Get An Award Winning Giveaway Bot
Big Data Chatbots Exclusive

Quick Link

  • About
  • Contact
  • Privacy
Follow US
© 2008-25 SmartData Collective. All Rights Reserved.
Go to mobile version
Welcome Back!

Sign in to your account

Username or Email Address
Password

Lost your password?