SalemNews.com, Salem, MA

Business

September 5, 2012

Danvers' Eliza Corp. sends health-related messages with heart

Eliza Corp. wants you to be understood

DANVERS — Chances are, unless you are a health care provider, insurer or large employer, you have never heard of Eliza Corp.

However, you may have heard the voice of Alexandra Drane, the “health engagement management” company’s co-founder, chairman and chief visionary officer.

She used to be the voice behind the messages reminding patients to test their blood sugar, take their high blood pressure medication, get a mammogram or schedule a follow-up test. Hundreds of millions of people have heard her voice, Drane said.

Drane recalls the strange feeling she had when the company, founded in 1999, went live and friends from all over the country began calling to ask her if she had called them.

“I remember ... the first time that our friends began to call us and say, someone who lived in New York, someone who lived in California, ‘I just got a call and I think it was from you. And we were like: ‘No. That’s Eliza. That’s our system.’”

The company uses cutting-edge speech recognition technology to help patients interact with their doctors and insurers. Its soothing calls feature a female voice reminding patients to make follow-up visits or have tests taken. The company tries to be creative and compelling in its messaging to get results.

“We found that when we personified the heart, and made it your heart calling you to say: ‘Hey, you know, you are not taking care of me. Take me to the doctor, and get some medication,’ our engagement rates went through the roof,” Drane said.

Eliza has a wealth of 700 million “interactions” that it mines to see if the messages it sends to patients are getting through.

The company “conversed” with 50 million individual health care consumers last year, said Lucas Merrow, co-founder and CEO.

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