How A Leading Beverage Company Used Limeade and Retrofit to Achieve Wellness Vision
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The webinar discussed integrating wellness programs to drive health outcomes. Dr Pepper Snapple outlined their goals of understanding health risks in 2015, addressing risks in 2016, and improving outcomes in 2017. Their focus is on preventing metabolic syndrome. The webinar promoters described meaningful integration across six touchpoints: program design, platform/technology, data, engagement/communication, points/rewards, and customer care. Key learnings included defining your strategy, understanding your culture, and ensuring the design supports long-term goals.
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How A Leading Beverage Company Used Limeade and Retrofit to Achieve Wellness Vision
- 1. Confidential – Not for distributionConfidential – Not for distribution Using integration to drive health outcomes May 5, 2016 WEBINAR
- 2. Confidential – Not for distributionConfidential – Not for distribution Today’s presenters April Rodriguez Health & Wellness Manager Dr Pepper Snapple Whitney Mirro VP Operations Retrofit Michael Puck Strategic Account Executive Limeade
- 3. Confidential – Not for distribution Agenda | The importance of a clear vision | Meaningful integration innovation | Key learnings | Q & A
- 4. Confidential – Not for distributionConfidential – Not for distribution THE IMPORTANCE OF A CLEAR VISION
- 5. Confidential – Not for distribution | Headquartered in Plano, Texas | 50+ brands Client profile | Over 16,000 employees in 200 locations in the U.S.
- 6. Confidential – Not for distribution Wellness Program Goals At DPS we believe in accountability and in owning our decisions – especially when it comes to our health. That’s why we have developed a wellness strategy focused on participants understanding their health risk factors and taking action to address them. 1) Focus on preventable/reversible conditions 2) Specific performance guarantees tied to weight loss, reduction of risk factors, sustained weight loss 3) Track year over year aggregate improvement
- 7. Confidential – Not for distribution DPS wellness vision & strategy Understanding health status 2015 UNDERSTAND 2016 ADDRESS 2017 IMPROVE Addressing identified health risk factors Improving/Reversing identified health risk factors
- 8. Confidential – Not for distribution Metabolic Syndrome is defined as having 3 or more of the following health risks: Metabolic Syndrome is an epidemic 4x higher medication spend 35% Americans have MetS Sources: Holmes Murphy/ACAP Health and Journal of American Medical Association May, 19th, 2015. HIGH blood pressure Blood Pressure >130/85 LOW HDL (good) cholesterol HDL Cholesterol <40/50 HIGH triglycerides Triglycerides >150 HIGH blood sugar Blood sugar >100 HIGH waist circumference Waist circumference >40 in (male) >35 in (female) 7x more likely to develop diabetes 3x more likely to get heart disease 2x more lost work days 50% Americans over 60 years old have MetS
- 9. Confidential – Not for distribution Unique population attributes | Balanced approach | Flexibility and customization | Virtual experience | Needed platform integration Population characteristics | Manufacturing environment | 3 shifts/24 hour period | 30% of all employees are remote | Technology access varies | Language barriers – primarily Spanish Ensuring cultural relevance
- 10. Confidential – Not for distribution | Provide guidance around best-in-class programs and share insights on trends | Ability to develop custom wellness paths based on screening and assessments results | Maintain multiple programs for different eligibility groups | Easy to administer and medical carrier agnostic | Intuitive, easy to use and mobile accessible portal | Existing clients of similar complexity and size | Robust reporting capabilities | Performance guarantees based on outcomes Vendor criteria and selection process
- 11. Confidential – Not for distributionConfidential – Not for distribution MEANINGFUL INTEGRATION
- 12. Confidential – Not for distribution Thinking outside the proverbial box FACT Desired outcomes drive the vision, approach and plan Primary Focus: Metabolic Syndrome
- 13. Confidential – Not for distributionConfidential – Not for distribution POLL Total population solution Targeted weight solution Both Neither What type of solution do you currently have in place?
- 14. Confidential – Not for distribution Meaningful Integration Six key touchpoints Platform/technology Customer care Points & rewardsProgram design DataEngagement & communication
- 15. Confidential – Not for distribution All employees receive Retrofit core lessons via portal Personalized tiles targeted by audience Program design
- 16. Confidential – Not for distribution 3+ risk factors = no cost 0-2 risk factors = reduced rate Platform/technology
- 17. Confidential – Not for distribution Points and rewards
- 18. Confidential – Not for distribution Engagement and communication Open enrollment postcard Video Screening cards Home mailer
- 19. Confidential – Not for distribution Implementation and customer care Implementation | Define the desired end user experience | Built program components | Governance meetings Customer care | Training | Triage & referrals | Collaborative customer support
- 20. Confidential – Not for distribution Data Screenings Eligibility identified Targeting through platform Engagement Measure ROI $
- 21. Confidential – Not for distribution Key learnings Get executive support Define your strategy Understand your culture Develop a parallel path to the end goal Pilot with your “real” population” Understand short- & long-term goals Ensure design supports goals Think outside the proverbial box Take a long-term lookout
- 22. Confidential – Not for distributionConfidential – Not for distribution Q & A
- 23. Confidential – Not for distribution Moving forward Sarah Steger Business Development, Retrofit Sarah.steger@retrofitme.com 855-473-8673 x773 marketingteam@limeade.com www.retrofitme.com www.limeade.com Get in touch, we can help. | Assessment: are you integration ready? | Free consultation and product demo
Editor's Notes
- <Whitney> Welcome to today’s webinar. Everyone is muted for our time together. However, if you have a question, enter it in the chat box at the bottom right hand side of your screen at any time. Our Retrofit team will be monitoring questions and sharing them during the Question & Answer period at the end of today’s call. If you have technical difficulties, also feel free to note it in the chat box and we will do the best we can to help.
- My name is Whitney Mirro, and I am the Vice President of Operations and Implementation at Retrofit. As a veteran of Retrofit, I was employee #2 and have had the pleasure of helping build the vision for Retrofit from the ground up. I’ve worn many hats, managing product, employee engagement and several other initiatives in between. Prior to joining Retrofit, I spent time in large and small companies, most recently MPC Group, Allstate Insurance, StrongSuit and early in my career, Merrill Lynch. I am passionate about customer delight and ensuring that every touch point with Retrofit is the best it can be. I hold a BA from the University of Iowa. On a personal front, I love to travel and explore new cities with my husband and 1 year old son. Joining me today are two great people. April Rodriguez is the Health & Wellness Manager for Dr. Pepper Snapple. She leads the way in guiding the vision and implementation of DPS’ award-winning health and wellness program. With 14 years of experience, April has deep expertise in benefits program design, compensation, vendor management and of course, health and wellness. Prior to joining DPS in 2015, April held senior positions in companies such as Lennox International, Ensco International, and MedicalEdge Healthcare Group. Ms. Rodriguez received her Bachelor’s degree from University of Phoenix, Sa;; and has received multiple awards for benefits and wellness communications, including an IABC Gold Quill Award and a Gold Hermes Creative Award. (one sentence about April’s personal hobbies) Michael Puck, the Strategic Account Manager for Limeade is also joining us today and will be available to answer questions during today’s Q & A portion of the webinar. He comes to Limeade with 18 years of experience in the health and wellness industry – having served as the head of integrated health, a practice leader, and benefits and HR director for a global aerospace and defense company with over 100,000 employees. Michael graduated from the Officers Academy of the German Air Force and served an eight-year term as Platoon Commander, leading a NATO Surface-to-Air Missle unit. During his military time, he earned his degree in business and a postgraduate degree in economics from Verwaltungs and Wirtschaftakademie Essen in Essen, Germany. Michael is a Senior Professional in Human Resources (SPHR) and a member of the Health Enhancement and Research Organization (HERO) Think Tank. When not working, Michael enjoys spending time with his family in Kingsport, TN, where they can be found mountain biking and rescuing dogs. In 2007, Michael published his first book, “Health Care Cost Management – The High Road.”
- Today we will be showcasing Dr Pepper Snapple’s unique and industry-leading wellness and weight management program. We’ll share how important a clear vision was to our program design and we’ll explore six key areas of meaningful integration that has led to success. April will share some of her key learnings in the process, and we will wrap up with a Question and Answer period. Introductions and set-up – Whitney – 2 mins The importance of a clear vision – April – 10 mins Integration touchpoints – Whitney and April – 10 mins Key learnings – April – 3 mins Q & A and closing – Whitney – 5 mins With that, I am pleased to hand the conversation over to April….
- <April> Thank you everyone, I am pleased to be here with you today.
- First, I’d like to introduce you to Dr Pepper Snapple. We are headquartered in Dallas, TX We are responsible for over 50 brands you likely see every day, including those here. We have over 16,000 employees. including spread across 200 locations here in the U.S. We have a mix of salary and hourly employees, with 30% being salaried and 70% being hourly. DPS is predominantly male, with 75% of our population being men and 25% female The average age of our associates is 42 years And they enjoy an average tenure of 12 years As you can imagine, the demographics of our population play a large role in how we have designed our health & wellness strategy.
- At DPS, we take a long-term, strategic approach to our wellness vision and supporting strategy. We have two well-defined, long-term program goals. Focus on preventable/reversible conditions Specific performance guarantees tied to weight loss, reduction of risk factors, sustained weight loss Track year over year aggregate improvement
- To achieve our goals, we mapped out a 3-year strategy. Year 1 – Understand Objective: Understanding health status Year 2 – Address Objective: Addressing identified health risk factors Year 3 – Improve Objective: Improving/Reversing identified health risk factors
- This data came from Holmes Murphy/ACAP Health and May 19, 2015Source:JAMA - Journal of the American Medical Association For those of you who may be new to Metabolic Syndrome, it is defined as when there is a cluster of risk factors out of range; they typically lead to increased risks in a number of areas. The risk factors are: high blood pressure, low HDL cholesterol, high triglycerides, high blood sugar and a high waist circumference. All of these conditions, are directly impacted by obesity. As risks increase, healthcare costs go up. Compared to their healthier counterparts, people with 3 or more of these factors are: 7x more likely to develop diabetes 3x more likely to get heart disease Have 4x higher medication spending Average2x higher lost work days And MetS is prevalent. 35% of American have MetS and 50% of Americans over 60 years of age have MetS MetS is a big problem in general and a national issue. It is measureable and reversible and preventable. That’s why we chose a MetS partner – studies show a 5 – 10% improvement in weight helps your other risk factors. DPS wants employees to be happy and productive both at work and away from work. And, DPS wants to curb escalating costs associated with an overweight and obese population
- Unique population attributes Balanced approach – balancing the calories consumed with the calories expended Flexibility and customization in program design Virtual experience Needed a MetS solution with wellness platform integration to identify and target the correct populations, manage engagement and provide a seamless experience Additionally, our population faces these challenges – which will probably sound similar to all of you who employ workforces that are field-based and hourly. Exposed to extreme temps, very long, strenuous hours 3 shifts/24 hour period 30% of all employees (merchandisers and drivers) are not at a facility all day No company issued laptops/cell phones Technology Language barriers – primarily Spanish
- Provide guidance around best-in-class programs and share insights on trends Ability to develop custom wellness paths based on screening and assessments results Maintain multiple programs for different eligibility groups Easy to administer and medical carrier agnostic Intuitive, easy to use and mobile accessible portal Existing clients of similar complexity and size Robust reporting capabilities Performance guarantees based on outcomes Transition to Whitney…
- Importance of integration is that we are not just using the platform to serve up weight management Not focusing on just technology integration – much broader strategy for integration It is important to have a seamless experience Needs to be flexible enough to shift with priorities – whatever they may be
- Thanks so much, April. It is key to point out that DPS is a true innovator in the way they are approaching wellness in their organization. As most organizations do, they conducted a detailed data analysis, determined their goals, initiated an RFP and new vendor search with the help of a consultant, and set out to build their solution. Where they are uniquely different is that they focused on a targeted solution to address a key area of concern, while balancing it with their overall wellness platform strategy and vision. Until now, many organizations implement the platform and then plug in a targeted solution. This can work as well, but the parallel path and the strategic intentions behind DPS’ approach really sets them apart as an innovator. Benefits of this parallel path approach include: Through integration with the platform, we have access to total population solution which allows us to tackle the MetS solution head-on Integration creates a plug and play engagement opportunity to promote Retrofit in tandem with total wellness to their total population Biometrics tie right to who is eligible for the MetS solution
- Let’s take a few minutes to find out what the mix of solutions is among our attendees today. Please answer this poll regarding your current solution. Do you have… Total population solution Targeted weight solution Both Neither Poll results are in! Whitney to comment on poll results
- For us, integration is all about ensuring a seamless end user experience. So, when we think about integration it goes far beyond just technology. We look at all key points of integration that will be meaningful in delivering an exceptional experience that meets our customers’ key objectives Working together, we’ve integrated in six key areas: 1) program design, 2) platform/technology, 3) incentives, 4) engagement and communication, 5) customer care and of course, 6) data. Its important to note that for today’s discussion we will focus on integration specifically for the targeted Metabolic Syndrome solution; we are not focusing on other areas of integration within the overall wellness platform. However, Michael is with us an listening, so if you have questions about the integration with Limeade, make sure to enter them in the chat box along the way. Notes on other integration: Traditional integrations with ben/admin system, claims data, building custom reporting for outcomes and custom pieces Stay away from including content with sugar (do not speak to this)
- Program design: Started by truly understanding the objectives April discussed and collaborating as a team via strategy sessions to ensure the right program design. Retrofit sends an eligibility file (daily) with updated information about the number risk factors participants have (populated in the AgeRange demo tag by Aduro). Based upon this information, participants are presented with a Retrofit registration page. Additionally, all DPS employees receive Retrofit core lesson content because it resonates with DPS’ balanced philosophy
- We customized the program to deliver two unique views: 1) People with 3 or more factors for MetS received one tile – program was offered free of charge to them 2) People with 0-2 factors received another tile – program offered at a deep discount and paid by the employee By integrating the biometrics data, we are able to serve up two distinct programs and message and reward them differently, all through the Limeade platform.
- We also integrated points into the program, which participants can view in their platform. This allows all those who participate to track their progress as part of their overall wellness goals. Activities may occur through Retrofit devices, but the information and the experience is served up through Limeade and enhances the Limeade experience. April, can we add an example here that you can chime in on? While not a need for DPS, we could also support the ability to use points to pay for the program.
- We all share a common goal to ensure that the messages going to DPS employees felt like a single message at all times, whether the program was Limeade or Retrofit. The team spent a lot of time on strategy and ensuring that our communications and engagement strategies all showed up together – a singular “DPS wellness” vision, branded with DPS’ wellness program name and look and feel, “Take Action for Your Health” - and supported with the wellness platform and Retrofit experience. Comm plan was written for a full year and we are already in conversations to developing 2017 messaging. Here are a sample of a few pieces in play today: Home mailer – going out now Video – brand ambassador Card given out for biometrics screening (one side is Retrofit coaching, one side is for Aduro) As with any sound engagement strategy, we use best practices to drive engagement, including: 1) Promote programs inside and outside of the wellness platform 2) Develop communications tor each people based on where they are at 3) Provide communications that work well within the DPS culture Worked together to make sure that the communications were integrated for the full wellness year
- For implementation, all three teams came together to define the desired end user experience – this is a shared philosophy among all parties and it was instrumental in guiding our approach and ultimately finding success. Having the shared vision, we then each built out individual program components based on the roles we play. To ensure everything stays true to the shared vision and that communication is always flowing, we hold regular governance meetings to review project plans, discuss goals and results, and continue to make refinements for optimal success. We also integrate customer care: Training is performed for Retrofit Wellness Experts and the Customer Happiness team on all of the wellness services available to DPS employees. When employees call, the Retrofit team can offer referrals and advice for available programs, and triage specific situations to point people to the right services. Behind the scenes customer support is collaborative with all of us focused on delivering that seamless end user experience that delights the client every time.
- The Data integration enables/fuels the rest of the integrated experience and the end user’s experience. It’s the foundation that we use to build a true partnership. Data collected at the Limeade/Aduro biometric screening events dictate who is eligible for the targeted Retrofit weight loss/MetS solution; and that information is submitted to Retrofit on an hourly basis. Once end user is identified, they receive a Retrofit tile in their wellness platform which is specific to the Retrofit program they’re eligible for. At the same time, the DPS employee starts to receive email communications prompting them to sign up for the Retrofit program by accessing their Limeade dashboard and choosing the program that’s right for them. Upon sign up with Retrofit, the DPS employee begins working with their coach, using the Retrofit Wi-Fi devices and their verified health data is now being tracked in the Retrofit dashboard. As milestones are reached and achieved, Retrofit feeds that data back to Limeade to reward points for the program and incentives that will build on top of the overall wellness incentive strategy. The end user is taking action through Retrofit and being rewarded for his/her actions through Limeade. It’s a seamless user experience which reinforces healthy behaviors and in turn drives the outcomes DPS is looking for. Beyond the user experience, Retrofit receives additional biometric data from Limeade that will allow us to better/more robustly measure return on investment – the factors which drive down health care costs; lowering blood pressure, reducing blood sugar metrics, decreasing waist circumference. The health factors that will help reduce the number of medications and prevent serious disease are being measured and can be analyzed against weight loss reductions to prove real value to the customer. With this data integration, we can measure factors other than weight loss AND specifically the goals to combat MetS by reducing specific risk factors among the DPS population. DPS wants to measure the total/holistic impact for MetS to achieve long term goals,. And we are thrilled to be able to do this for them through our partnership. From the administrator’s viewpoint, they see data integration as well: •DPS has real-time access to the customer outcomes dashboard - they can view an aggregate view of outcomes data •On a regular basis, they receive engagement data, including population enrollment metrics and overall program engagement data that proves employees are actually using the program •We also conduct quarterly business reviews (QBR) where engagement and outcomes data is segmented and discussed in a personalized fashion Process results in ROI and cost reduction – working together, the sum is bigger than the parts AND measurable in a tangible way.
- <Transition back to April> As someone who has lived through the process, I’d like to share some key bits of wisdom with you as you begin your journey. Get executive support Define your strategy Understand your culture Develop a parallel path to the end goal Pilot with your “real” population” Understand short- & long-term goals Ensure design supports goals Think outside the proverbial box Take a long-term lookout to the end goal
- <Whitney to take over> Thank you for that advice, April! And thanks so much to all of you for joining us today. We will now open the session up for a Q & A. Please type your questions in the messages portion of your screen and Michael, April and I will all see it. Seed questions: <Need to create> Include Jill so she can help moderate questions as well Whitney to have questions -
- If you have any questions for us, feel free to contact us. You can reach Sarah or Jan at the emails and phone numbers provided here. Following today’s webinar, you will receive a follow-up email. Also feel free to check us out online at www.retrofitme.com Thanks again for your time today!