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Fast-Growing Consumer Health Innovator Replaces Dozens of Other Tools with the RingCentral Platform

Needed a phone solution that would work easily on day one, scale easily later.
Cloud-based RingCentral enabled easy office expansion and frictionless growth.
Continuing to benefit from RingCentral’s ease of use and cost-effectiveness.
Company profile
Company profile:
Welltok, the leading consumer health enterprise software as a service company, is on a mission to empower consumers to achieve their optimal health.
Year founded:
423 employees
Denver, CO

What if your health insurance provider didn’t just pay the bills when you got sick, but also rewarded you for achieving or maintaining better health? That extra motivation makes it easier to stop smoking, eat healthier, or get in those 10,000 steps.

This is the thinking behind Welltok, the leading consumer health enterprise software as a service company. Welltok’s award-winning CaféWell app creates a personalized health action plan and connects participants with relevant benefits, resources, and rewards. 

Welltok’s typical customers are insurance companies, healthcare providers, and large employers who want to reduce costs by motivating people to get on the track to better health. In addition to CaféWell, Welltok provides services ranging from advanced analytics to multichannel communications that reach and target consumers through the right channel with the right message.

Welltok is obviously on to something. The company is on the Inc. 5000 list of fastest-growing private companies for the third consecutive year. This year, it moved up to #278 with a 1,576% growth rate.

Rigorous selection process for unified communications solution

Making sure the company has the appropriate IT resources and tools to handle this growth is the primary responsibility of Jeremy Lesch, Director of Collaboration and Automation Technologies at Welltok. Welltok, and specifically the IT department, is faced with a challenge that many IT startups face around not introducing more tools to achieve the business goals, but consolidating the existing library of tools to reduce redundancy, improve efficiency, and reduce cost. “Between growth through acquisitions and the lack of a good process for tool acquisition, we ended up with approximately 274 different technology solutions and platforms in our portfolio,” Jeremy explains. “Focused on collaboration and communication tools, our goal is to minimize that footprint and reduce the noise created by having five different chat tools and six different online meeting options. Having this many contracts, all with different end dates and start dates, is a mess to deal with.” He felt

that minimizing that “noise” would also improve the overall collaboration—one of the main goals that Welltok is focused on in 2018 and beyond.

Jeremy, along with his due diligence team, decided to replace the conglomeration of solutions with one UCaaS platform and designed a rigorous selection process to pick the best one. The process lasted five months and included extensive proof of concept (PoC) trials with a number of UCaaS providers, including RingCentral.

The strategy for the POCs was to have as many people involved, from as many different areas in the company as possible, all with open lines of communication back to the team. “The more voices you get, the more buy-in,” he says. In addition to evaluating the performance of the tools, he looked at things like how much money the different providers put into R&D and how open they are to feedback from customers.

RingCentral has it all, including webinar hosting

After the five-month process, RingCentral was identified as the clear choice. Welltok deployed RingCentral Office® for telephony, RingCentral Meetings™ for online meetings, and RingCentral Glip™ for real-time team collaboration. Beyond the standard Office offering, Welltok also rolled out several RingCentral Webinar™ accounts for health and wellness coaching, as well as hosting industrial conferences and educational seminars for clients, investors, and others.

Jeremy will continue the migration of the Welltok workforce to the RingCentral tools over time, targeting completion about six months from the start of the project. Some team members, such as the executive leadership team (ELT), moved to RingCentral solutions immediately while others switch over as the contracts for their other tools expire. Starting with the leadership team is a strategic move on his part. “The ELT likes the ease of the RingCentral tools, such as Meetings, as their enthusiasm and usage helps with buy-in for the rest of the company,” he says.

Glip also solved the company’s multiple-chat-application problem. Welltok has reduced its footprint from five very different solutions to just Glip and one other, and when its license is up, Glip will be used exclusively.

Welltok continues to achieve high adoption rates with Glip, in part due to help from the RingCentral teams around deployment and training.

Jeremy sees the benefits in efficiency from things like having one source for task management and a place for shared files. “I see Glip as a centralized launching platform,” he says.

Welltok’s revamped vision for a unified communications system didn’t initially include a web-hosting solution, but when he learned he could get that from RingCentral along with the other solutions, the teams took the tools for a drive and included it in the package. A previous webinar hosting solution, embedded within their wellness platform, was integrated with the company’s communication system through an active API. A vendor upgrade broke the integration, and when the vendor wouldn’t fix it, Welltok was determined to find another solution.

Several of the company’s employees are life and health coaches who interact with clients via the CaféWell Health Optimization Platform. They utilize RingCentral Webinar to present coaching sessions and nutrition seminars to hundreds of consumers nationwide. “The typical audience is around 100 people, but there can be as many as 300 at times. RingCentral Webinar lets us scale the number of attendees as demand grows,” Jeremy notes. The flexibility of the host tools in RingCentral Webinar allows the coaches and presenters to easily manage the audience and broadcast content, as well as record sessions for future distribution. Thanks to the ease of use and the quality of the audio and video, Welltok has more than quadrupled its number of Webinar licenses.

ProductPlan believes RingCentral offers many benefits for small companies and startups

“The RingCentral platform has supported ProductPlan’s growth over the years in a number of ways,” says Semick, “and I think it could benefit many young and small companies. I’ll give you some examples.”

“Ease of use. Setting up a new employee with RingCentral is really as easy as unboxing the phone, plugging it in, and recording a voicemail message. It doesn’t require any specialized technical expertise.”

“Portability. As our staff grew, we had to move to new offices or take over additional space in our existing offices. With RingCentral, the beauty was we could take the phones to our new space and just plug and play. Because RingCentral is cloud-based, we never needed to set up physical phone lines or wait for a telecom provider to activate service for our staff.”

“Time and cost savings. If we had an on-prem PBX or other traditional business phone system, we’d be spending time and money configuring and managing it. And if we instead relied entirely on our cell phones for business communication, that would create inefficiencies in the office in terms of being able to grab a coworker’s ringing phone or easily transferring calls to the right person. Having the RingCentral cloud platform is the perfect solution for a young but fast-growing company like ProductPlan.”

“Easy scalability. As our Account Management and Customer Success teams grow, RingCentral makes it so easy for us to get them up and running. We just add users, order phones, and plug them in. We don’t have an IT team, and when you’re a startup like us, every aspect of your tech infrastructure that you can outsource, simplify, or set up to be self-running makes it much easier to scale quickly. That’s yet another reason I’m so glad we went with RingCentral from day one.” 

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