DataOceans Helps Home Healthcare Provider Increase eDelivery from 7% to 33%+

The Challenge: Friction in the Digital Adoption Process

In early 2018, fewer than one in ten customers received statements electronically. This reliance on paper increased costs while restricting the speed and efficiency of billing communications.

Enrollment instructions were not always clear; email verification contributed to drop-off, and communications did not consistently guide customers toward digital self-service. Every additional step gave customers another reason to remain with paper.

The Solution: A Long-Term Digital Adoption Strategy

DataOceans approached digital adoption as an ongoing journey rather than a one-time educational campaign. Using its "Design for Purpose" methodology, the team identified points of friction, introduced targeted improvements, and measured results.

The strategy included:

• • Simplified enrollment
    • Created a faster, clearer electronic delivery enrollment experience
    • Removed unnecessary steps that contributed to abandonment
  • Targeted customer outreach
    • Re-engaged customers who had not completed email verification
    • Refresh templates to make communications more recognizable and actionable
  • Easier digital access
    • Add QR codes for one-scan access to statements
    • Help customers move from receiving a communication to act more quickly
  • A stronger digital experience
    • Reinforce electronic delivery through targeted “Go Green” messaging
    • Update imagery and authentication to make the experience more intuitive and secure
  • Ongoing optimization
    • Continue the targeted outreach to maintain adoption momentum
    • Support migration to the organization’s self-service portal
      
      

The Results: A Sustained Shift from Paper to Digital

From January 2018 to mid-2026, the provider achieved measurable, sustained growth in electronic delivery:

• eDelivery rate increased nearly fivefold
  • Grew from approximately 7% to more than 33%
  • Continued to trend upward through mid-2026
• Monthly electronic statement volume more than tripled
  • Increased from approximately 33,000 to more than 115,000
  • Added over 82,000 electronic statements each month
• Reliance on print and mail decreased
  • Significant reduction in the volume of statements requiring printing and postage
  • Created a more efficient and scalable communication model
• The customer experience became easier
  • Simplified enrollment and expanded access using self-service options
  • Delivered clearer communications and a more intuitive digital experience
    
    

The Conclusion: Digital Adoption as a Journey

These results reflect what DataOceans sees across its client base: digital adoption isn’t a single project; it’s an ongoing journey. Sustained gains come from continually identifying the next point of friction in enrollment, communication, or authentication and addressing it with a purpose-built initiative. Nearly a decade in, that steady, iterative approach has nearly quintupled electronic delivery volume, and the trend line is still climbing.