Healthcare is one of the most time-sensitive and personal categories. Hola Health wanted centralised CRM management that would unlock insights for tailored, timely outreach closely aligned with patient experience.
As Hola Health scales, building stronger, long-term customer relationships and improving operational efficiency remain key priorities. CleverTap has helped create a more structured and scalable engagement ecosystem, while giving teams better visibility and agility in responding to customer needs. What stands out is the platform’s ability to support both rapid execution and long-term scalability, important in a fast-moving healthcare environment as we expand into newer markets.”
Founded with a vision of making healthcare access fast, affordable, and reliable, Hola Health is a leading Australian telehealth provider. Today, the thriving platform connects patients across Australia with qualified GPs and nurse practitioners for personalised consultations. Ranked 4th on the AFR Fast 100 and 5th on Deloitte’s Fast 50, Hola Health has facilitated over 2 million consultations, with a wait time under 15 minutes. As the platform scaled, the team found it increasingly challenging to engage patients at key moments in their care journey and sought a technology partner to make this possible.
Healthcare is one of the most time-sensitive and personal categories. Hola Health wanted centralised CRM management that would unlock insights for tailored, timely outreach closely aligned with patient experience.
The team sought a unified platform for dynamic segmentation, automated campaign management, and precise retargeting across the patient journey. The existing manual processes were time-consuming and did not meet these objectives.
Centralising their customer engagement on CleverTap, Hola Health can now use highly precise segmentation. Live segmentation helps to re-engage users who dropped off with dynamically tailored web pop-ups, delivering up to 10% conversion uplift. Lifecycle segments covering new, repeat, and dormant patients help messaging reflect each patient’s journey. Behavioural segments built on consultation history and product interests sharpen targeting, driving meaningful engagement across the patient lifecycle.
Hola Health delivers seamless patient journeys through multi-channel engagement on CleverTap. Every touchpoint is optimised through the orchestration of web pop-ups, push notifications, in-app messaging, native displays, and email. Interstitial and rich media web pop-ups are the primary driver of form completions, a core business avenue. Push notifications, enhanced by RenderMax, extend reach beyond the platform, with automated event-led push campaigns delivering 8x CTR improvement and a 2x CVR boost.
Nearly 90% of Hola Health’s CRM revenue is generated through automated or event-triggered campaigns, a figure that reflects the platform’s commitment to meeting patients precisely when care is needed. CleverTap Journeys orchestrate multi-step sequences triggered by key events and trends. Every campaign and journey is designed with the sensitivity that healthcare demands, ensuring timing, tone, and relevance are calibrated to the patient’s context.
Hola Health takes advantage of CleverTap’s ease of use to refine personalisation on the go. Liquid Tags help dynamically tailor communication to each patient’s profile. Intent signals inform which content is surfaced and when, throughout the care journey. Continuous A/B testing of web pop-up campaigns has improved CTRs by up to 1.7x. High-value users receive differentiated messaging that reflects their specific health interests and engagement history.
CleverTap has enabled a clear shift in how we approach our customer marketing. What’s been particularly powerful is the ability to engage customers at moments that matter, rather than relying on fixed campaign calendars. This improved core metrics and, more importantly, helped us create a more intuitive and responsive customer experience. As a result, we’re seeing stronger efficiency across channels and a more sustainable approach to growth driven by relevance, not just reach.”
CleverTap has transformed CRM into a high-impact growth channel as we scale across channels. The biggest shift has been our ability to act on real-time user intent through dynamic segmentation and event-triggered journeys, delivering measurable uplifts. A significant share of our CRM revenue now comes from automated campaigns, enabling timely engagement in a highly time-sensitive healthcare journey. CleverTap has become central to how we optimise CRM across web and app.”
Building on the momentum of its Australian market, where CleverTap has helped achieve 8pp growth in CRM traffic share, 9pp growth in CRM revenue share, and 10pp growth in CRM orders share, with contribution growing month over month, Hola Health will continue expanding CleverTap’s role as the backbone of patient engagement. The team is focused on unlocking every available channel on the platform, scaling event-driven automation, and establishing dedicated projects for new geographies.
