Innovating Addiction Care Through Powerful Technology
Face It Together is a nationally focused nonprofit with a mission to end the chronic disease of drug and alcohol addiction. The Face It TOGETHER team tried several different technologies looking to both effectively manage its program and measure results at individual levels and the aggregate. Their goal was to provide the level of connection and peer support necessary to help members get and stay well. While using their most recent technology, Salesforce Health Cloud, they found it was difficult to develop and update new programs, integrate communication methods, and interact with data. This ultimately made delivering the quality of care their members needed, more of a challenge.
The Obstacle
For David Whitesock, Face It TOGETHER’s Chief Innovation Officer, Salesforce Health Cloud’s platform wasn’t intuitive and didn’t seem catered to behavioral health, specifically addiction recovery. For instance, managing treatment for substance use takes frequent check-ins and communication through a variety of modalities. To achieve seamless communication with members, the team needed to integrate multiple communication modules to Salesforce Health Cloud including text, phone, and video. For a small organization like Face It TOGETHER, this meant managing multiple vendors and a third party developer to achieve the same functionality that is native to Welkin Health. The constant development needed to build and iterate on programs became a challenge to manage their own digital health programs. The increase in time and resources managing Salesforce Health Cloud simply became unsustainable.
We were looking for better ways to interact with information in real-time to make it more beneficial for our health coaches and members. We found this super easy with Welkin with all the call, text, and communication methods. With Welkin, we’re not looking at big structural changes, we’re looking for basically no code type software adjustments.
– David Whitesock, Chief Innovation Officer at Face It TOGETHER
The Solution
David searched for software that would be simple for the team to use and that could support their mission and core needs – finding better ways to interact with members and information in real time, reduce administrative tasks, and reduce program build time. This would ultimately benefit both coaches and members.
He looked for a platform that would fit into Face It TOGETHER’s existing process, rather than having to change process to fit within the software’s constraints. Since Welkin Health is purpose built for healthcare, Face It TOGETHER found the flexible software to be easier to set up and customize, more supportive in relationship building, and able to streamline the team’s daily admin tasks. David recognized that Welkin was built to help people change behavior, and as such, the platform made a powerful difference for their team.
Once Face It TOGETHER started to use Welkin, the team knew they had found what they were looking for. Welkin made communication between the team and members simple with six different native communication methods. The Face It TOGETHER team could simplify communication for members by interacting with them on their preferred channels, and reduced their need to retrofit a solution. Additionally, the software’s timeline view was intuitive and customizable, giving them necessary information to get members the care they need—when they need it.
The welkin platform acts as a hub for our team, it’s the single source for all of the information of our members and how our coaches interact with that information. The user interface design is way more intuitive than what we were using before. To be able to go into a member record, see the information in a timeline fashion and to act and react pretty quickly, really makes any member on the team…able to engage effectively.
– David Whitesock, Chief Innovation Officer at Face It TOGETHER
A Winning Result
Welkin has benefitted every member of the Face It TOGETHER team – coaches, trainers, data scientists, and most importantly, their members. With engagement metrics that give them evidence-based, crucial insight, they can better understand and iterate their program to deliver the care their members need. The Face It TOGETHER team can better measure conversions, how long members stay, as well as their progress to reaching their goals. All of this data gives their team the metrics they need to prove that they are truly solving the chronic disease of addiction and minimize the barriers that prevent members from reaching their health goals. Welkin’s platform will help them expand nation-wide into reaching members far and wide.
