Customer Messaging Company Extends Relationship with Leading Insurer and Grows Presence in Healthcare

Radnor, Pennsylvania (PRWEB) October 13, 2015

Relay (, a technology company that connects businesses and people through a unique private messaging application, announced today a significant contract that will provide its award-winning private messaging solution to Independence Blue Cross (Independence) for another five years. Independence plans to build on the growing success of its Relay program, IBX Wire™, which now has over 550,000 members using the solution. Its success has been a model for health plans across the country looking to improve customer engagement and has been a catalyst for Relay’s expansion in the healthcare space. The customer messaging company is now working with payers that represent over 20 million healthcare consumers in the U.S.

“One way that Independence is working to enhance the health care experience of our members is by engaging them in managing their health — and Relay is an important and valued partner in that initiative,” said Brian Lobley, Independence senior vice president, marketing and consumer business. “Reliable and useful communication is key to providing superior experiences for our members, and — through Relay — IBX Wire plays a critical role in those interactions.”

Independence’s shift in 2013 to a “consumer-centered” communication model — an approach which delivers targeted content based on an individual’s unique needs and behaviors — included the launch of IBX Wire. IBX Wire, named the Most Innovative Patient Education Campaign of the Year by Modern Healthcare and Advertising Age magazines, delivers timely and targeted messaging from all lines of business to address gaps in care, reduce high-cost utilization behaviors, increase visibility to educational content, and more.

In just over two years, Independence can now reach more members digitally than ever before, and is on pace to become the most connected payer in the U.S. And it works — messages delivered on Relay are up to three times more effective at driving desired behaviors than traditional channels.

“Independence shares a common belief that the key to incredible customer experiences is communication,” said Relay Co-Founder and CEO Matt Gillin. “Our mission is to help businesses deliver high-purpose, high-value connected communications that change outcomes. In the healthcare space this approach has been extremely successful. We look forward to building on that success with Independence and all of our clients as they move to a connected customer model.”

Independence is just one example of the breakthrough success Relay has had in the healthcare space. The company is providing its customer messaging solution for Blue Cross Blue Shield of Michigan, Blue Cross Blue Shield of Nebraska, Blue Cross Blue Shield of Massachusetts, Blues from the southern region, and several more payers, which combined represent 20 million healthcare consumers in the United States.

Relay and Independence will speak about the “connected customer” model at the AHIP Consumer Experience & Digital Health Forum in Chicago. The session, titled “Your Customer is Connected to Everyone But You”, will take place on Wednesday, October 14 from 9:45-10:45 a.m. at the Swissotel Chicago.

About Relay

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Relay is a technology company that connects businesses and people through a unique private messaging application. Our mission is to create more valuable and lasting customer relationships by changing the way businesses communicate. Millions of people use Relay every month to connect and communicate with businesses within healthcare, financial services, insurance, cable, energy, travel and hospitality, and more.

Headquartered in greater Philadelphia, PA, Relay is backed by NewSpring Capital and First Round Capital. For more information, visit or connect with Relay on Facebook and on Twitter at @Relayit. Relay, Relay Wire, and Wire are trademarks and service marks of Relay Network, LLC.

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