How can healthcare organizations improve eDelivery adoption when progress stalls? First, identify where customers struggle, then address those barriers in a deliberate sequence.
One national provider of home healthcare equipment and services used this approach to significantly increase electronic statement delivery over eight years. Working with DataOceans, the provider improved enrollment, communications, authentication, statement access, and digital self-service.
The results show how practical changes across the customer journey can produce sustained digital adoption.
What Was Holding eDelivery Adoption Back?
At the beginning of the program, the healthcare provider still relied heavily on printed statements and payment communications. This increased print and postage requirements while creating a less direct route from statement delivery to payment.
The digital process also presented several obstacles:
- Enrollment instructions were not always clear
- Some customer email addresses remained unverified
- Additional verification requirements slowed enrollment
- Customers could be uncertain about where to access statements
- Communications and self-service did not always provide consistent instructions
Each obstacle created another opportunity for customers to abandon enrollment and continue receiving paper statements. The process itself was limiting digital adoption.
How Did the Provider Improve eDelivery Adoption?
DataOceans and the healthcare provider introduced a series of focused changes. Each phase addressed a specific issue in enrollment, communication, authentication, or customer access to statements.
Phase 1: Simplifying eDelivery Enrollment
The enrollment flow was revised to make the process easier to understand and complete. This addressed an early point of abandonment and gave customers a clearer route into electronic statement delivery.
Phase 2: Reaching Customers with Unverified Email Addresses
Targeted email campaigns encouraged customers with unverified addresses to complete the required steps. Updated email templates provided clearer instructions and a more evident next action.
Phase 3: Providing Direct Statement Access
The provider introduced QR codes that allowed customers to access statements directly from printed communications.
It later removed an email verification step that had been slowing enrollment. This reduced the effort required to begin receiving statements electronically.
Phase 4: Reinforcing the eDelivery Option
Go Green campaigns used targeted content management to promote electronic delivery within customer communications.
The provider refreshed the campaign imagery over time and updated the QR code experience with stronger authentication. These changes kept the message visible while supporting secure access.
Phase 5: Improving Digital Self-Service
Ongoing outreach helped maintain progress after the initial enrollment changes.
The provider also migrated customers to an updated self-service portal, giving them a more consistent place to view statements and manage their accounts.
What Results Did the eDelivery Program Achieve?
Between January 2018 and May 2026, the healthcare provider achieved measurable improvements in both the rate and volume of electronic delivery:
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The eDelivery rate increased from approximately 7% to more than 33%.
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Monthly electronic statement volume exceeded 115,000.
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The organization began delivering more than 82,000 additional electronic statements each month.
The gains developed across several phases rather than through one temporary enrollment campaign. Program data showed continued progress as the provider introduced changes to enrollment, outreach, access, authentication, and self-service.
Connecting Statement Delivery with Payment and Self-Service
Every electronically delivered statement removed one communication from the print-and-mail process. As electronic volume increased, the provider reduced the number of statements subject to paper, production, and postage costs.
eDelivery gave customers a more direct way to act when receiving their statement. Customers could access their information and proceed to digital self-service without waiting for a printed document.
DataOceans’ analysis found a strong correlation between increasing electronic statement volume and rising digital card payments. This correlation does not establish that eDelivery alone caused the change in payment behavior. It does show that both measures increased as the provider improved digital access, customer outreach, and self-service.
The findings support a connected billing-to-payment journey. Statement delivery, account access, and payment options should work together so customers can understand what they owe and take the appropriate action.
What Can Other Regulated Organizations Learn?
Organizations seeking to improve eDelivery adoption can begin by examining the complete journey from enrollment through statement access and payment.
Four questions can help identify where improvements are needed:
- Where do customers abandon enrollment? Review each step to determine whether unclear instructions or unnecessary requirements are preventing completion.
- Do communications provide an evident next action? Emails, printed statements, QR codes, and portal messages should guide customers consistently.
- Can customers move easily from delivery to self-service? Receiving a statement, accessing an account, and making a payment should feel like parts of the same experience.
- Are adoption results reviewed over time? Tracking eDelivery rates, electronic statement volume, enrollment completion, and digital payment activity can reveal where progress has slowed.
The most effective change may be a revised instruction, a simpler verification step, or a more direct route to a statement. Performance data should determine which barrier receives attention first.
What Kept Digital Adoption Moving?
Progress continued because the healthcare provider treated digital adoption as an ongoing process.
Customer behavior, communication preferences, security requirements, and technology change over time. Regular analysis helped the provider respond to those changes and improve the experience in manageable stages.
The broader lesson is straightforward: making electronic delivery available is only the beginning. Customers must also understand the offer, complete enrollment, access their information, and act through digital self-service.
DataOceans helps regulated organizations identify and address the barriers affecting customer communications, eDelivery, and digital self-service.
Ready to improve eDelivery adoption? Schedule a consultation with DataOceans to review your current communications, enrollment process, and self-service experience.
Frequently Asked Questions
What is eDelivery adoption?
eDelivery adoption is the percentage of customers who receive statements, notices, and other account communications electronically instead of through the mail.
Why does eDelivery adoption stall?
Adoption can stall when customers encounter unclear instructions, unnecessary verification steps, inconsistent messaging, or difficulty accessing statements and self-service.
How can organizations increase eDelivery adoption?
Organizations can improve adoption by simplifying enrollment, using targeted outreach, providing direct statement access, and connecting communications with digital self-service.
What are the benefits of electronic statement delivery?
Electronic delivery can reduce print and postage requirements, provide faster access to account information, and give customers a more direct route to payment or self-service.
How should organizations measure eDelivery performance?
Organizations should monitor eDelivery rates, monthly electronic statement volume, enrollment completion, digital payment activity, and the points where customers abandon the process.
