Success Story
Walgreens’ COVID-19 Vaccination Notification System
Walgreens needed a quick system to notify Americans about COVID-19 vaccine availability. They wanted to inform millions across thousands of locations without delays. The system had to send messages fast, helping people book vaccinations promptly.
Industry
Healthcare
Date delivered
April 2021
Length of project
6 weeks
Solution provided
Adobe Campaign solution architecture and management
Technology
Adobe Campaign Message Centre
The Project
Walgreens, a top U.S. healthcare provider, aimed to deliver COVID-19 vaccinations at scale to support public health. They needed a fast, efficient system to handle notifications and bookings, ensuring high vaccination rates. With complex messaging needs and tight deadlines, Walgreens partnered with Tap CXM to connect their booking and communication systems seamlessly.
The Challenge
Walgreens faced multiple CXM challenges while rolling out its vaccination program:
- Inefficient customer notifications: The system couldn’t handle large volumes of urgent notifications, leading to delays and poor customer experiences.
- Integration issues: Disconnected booking and messaging platforms caused inconsistent customer experiences, needing seamless integration for smooth communication.
- High-volume messaging requirements: The system had to process over 1 million messages per hour, requiring a scalable and stable infrastructure.
The Solution
Tap CXM handled the solution architecture and project management for Adobe Campaign Messaging Center. Tap CXM integrated Adobe’s Message Center for high-volume notifications. The focus was on planning, problem-solving, and seamless system communication.
The solution shifted Walgreens’ Adobe Campaign from a marketing platform to a transactional tool. It enabled real-time, trigger-based messaging to update customers on vaccine availability. Adobe’s technology efficiently managed peak messaging volumes.
We were tunnelling from two sides and had to make sure the systems talked to each other in the same language at the same time.
Andrew Haines, Founder & CEO, Tap CXM
The Results
- The solution delivered several significant outcomes for Walgreens:
- Scalability achieved: The system handled peak loads of over 1 million messages per hour, ensuring timely vaccine notifications without queuing.
- Reduction in messaging delays: The improved system allowed faster and more efficient communication, which is crucial for time-sensitive public health campaigns.
Enhanced customer experience: Walgreens’ seamless, integrated platform improved the customer experience, resulting in increased satisfaction and engagement.
