How We Helped a Telehealth Brand Grow Their Email Conversions By +200% in 3 Months

Starting Point:

This telehealth company was running regular email campaigns but had significant gaps in their automated lifecycle marketing.

Their previous agency handled the monthly campaign calendar but lacked a data-driven approach. No systematic analysis, no performance insights, and no iterative optimization. The result was stagnant growth and a lack of strategic direction.

Worse yet, the agency hadn’t implemented core automations that are fundamental to driving conversions in DTC telehealth. They were missing:

• Website email popups to capture qualified leads

  
  

• A personalized welcome flow for new subscribers

  
  

• Segmented abandoned cart flows (their existing one was generic and didn’t distinguish between different treatments or between existing customers and new prospects)

  
  

• Post-purchase cross-sell flows

  
  

• Winback flows to re-engage lapsed customers

  
  

Operational Pain Points

The brand’s internal team found themselves heavily involved in managing the agency’s day-to-day execution.

Instead of being a hands-off partner, the agency required constant guidance. This meant the founders and marketing team were spending dozens of hours every week micromanaging campaign work. 

Time that could have been redirected to higher-impact strategic initiatives.

What We Did

Starting in February 2025, we implemented a complete overhaul of their email strategy and operations:

• Newsletter management: 12 data-driven newsletters sent each month, followed by full performance analysis and optimization of the next month’s calendar based on top-performing and under-performing campaigns.
  
  
  

• Lifecycle automation buildout:
  
  
  

  • 6 high-converting website popups designed to capture not only email addresses but also each visitor’s primary health goal, forming the foundation for personalized messaging.
    
    
    

  • A goal-based welcome flow that dynamically adapts to the subscriber’s chosen health goal.
    
    
    

  • Dedicated abandoned cart flows for each treatment, with separate paths for new visitors vs. existing customers.
    
    
    

  • Post-purchase and post-purchase cross-sell flows tailored to each treatment category.
    
    
    

  • A Winback flow to recover lapsed customers.
    
    
    

Attribution model:

We defined a conversion as a first-time, non-recurring order within 3 days of opening an email (using this as the attribution window inside Customer.io).

The Results

Within 3 months, the brand’s email channel performance transformed completely:

• Monthly email conversions grew from ~50 before our collaboration to 124 in March and 145 in April — nearly 3X growth in just three months.
  
  
  

• Previously, over 50% of all conversions came from newsletter campaigns alone.
  
  
  

• After the automation system went live, automated emails drove 60–70% of all email-attributed conversions, while newsletters contributed the remaining 30–40%.
  
  
  

• The new welcome flow and popups alone have consistently generated around 25% of all email conversions since launch.

The Impact

This engagement didn’t just multiply email conversions.

It freed the founders and marketing team from 10+ hours of weekly operational drag.

They now have a partner who operates independently, without needing hand-holding, and who brings proactive insights every month to continuously improve performance.

With a fully automated, insight-driven email system in place, the brand can now focus its internal resources on scaling its core telehealth offering, knowing that its retention marketing engine is operating at full capacity behind the scenes.

That’s it!

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