SUCCESS STORY

How Siloam Hospitals Drove 120X Higher CVR with Insider One

How Siloam Hospitals Drove 120X Higher CVR with Insider One

1.76%

App Template CVR, 17.6x healthcare benchmark

61X

Higher CVR vs. non-journey campaigns

+120X

Higher CVR vs. non-journey campaigns
Challenge

Challenge

Siloam Hospitals faced declining web traffic, low appointment CVR, and fragmented digital channels. Generic campaigns failed to engage high-intent patients, paid ad spend was not being fully maximized post-click, and in-app engagement remained below benchmark.

Solution

Solution

Insider One unified Siloam's web, app, and messaging channels on a single platform. Web Templates, behavioral segmentation, omnichannel journey orchestration via Architect, and App Personalization were deployed to engage patients with personalized, intent-driven experiences across every touchpoint.

Result

Result

Web Templates became Siloam's number-one revenue channel, contributing ~54% of total Insider One-attributed digital revenue in FY'25. Journey-based campaigns delivered 120X higher CVR, while App Templates achieved 1.76% CVR, 17.6X the healthcare benchmark.

ABOUT THE CUSTOMER

Siloam Hospitals is one of Indonesia's largest private hospital groups, operating dozens of hospitals and clinics under PT Siloam International Hospitals Tbk, part of the Lippo Group. Founded in the 1990s, Siloam serves millions of patients annually and is recognized for advanced specialties including oncology, neurosurgery, cardiology, and trauma care, backed by continuous investment in digital health and AI-enabled services.
INDUSTRY
Healthcare
INTEGRATIONS
SOLUTIONS
Architect
CDP
APIs
Web Templates
CHANNELS
Architect
App Personalization
App Push
Chatbot/Agents
Email
Eureka
Smart Recommender
SMS
Web Personalization
Web Push
WhatsApp

SUCCESS STORY #1

Web Templates Became Siloam's #1 Revenue Channel

The Challenge

Siloam's website traffic declined, yet the brand still needed to drive appointment bookings and healthcare package conversions online. Generic, static banners failed to convert high-intent visitors who researched services such as radiology, MCU, or specialist consultations and left without booking.

The Solution

Insider One's Web Templates enabled Siloam to deploy 167 contextual banners and personalized overlays, generating 35.2M impressions in FY'25. Templates triggered by user intent, such as searches for specific conditions, served relevant specialist banners in real-time. Exit-intent countdown banners recaptured visitors about to leave, creating urgency around time-limited health packages.

“With Insider One, our website and mobile app became performance channels, not just a brochure. Real-time intent targeting and exit-intent banners helped us recover lost opportunities and made Web Templates our number-one revenue driver, contributing more than half of Insider One-attributed digital revenue.”

Reinaldo Herulianto
Head of Digital Lifecycle & Analytics (CRM)

The Result

Web Templates represented +36% YoY growth and contributed ~54% of total Insider One-attributed digital revenue. CTR improved from 3.64% in January to 10.06% in December, and CVR grew as personalization matured across the full siloamhospitals.com web estate.

+36% YoY

Revenue growth from Web Templates

SUCCESS STORY #2

Behavioral Segmentation Delivered 120x Higher CVR for High-Intent Patient Journeys

The Challenge

Siloam struggled to convert high-intent website visitors into booked appointments. Users browsing specific high-intent health services left without taking action, and without intent-based targeting, campaigns were generic and failed to connect with patients at the right moment in their decision journey.

The Solution

Insider One's platform identified users who viewed a page two or more times in seven days and browsed content as high-intent. Reachable users were immediately served personalized Web Push or App Push notifications addressing their specific concerns and prompting a consultation booking. Non-converters were enrolled into a follow-up campaign, and persistent non-converters were added to a Google Ads retargeting segment.

The Result

Journey-based behavioral campaigns delivered 8.1x higher engagement rate and 120x higher CVR compared to non-journey broadcast campaigns. Intent-based, omnichannel journey orchestration dramatically outperformed generic messaging across all measured metrics, ensuring no high-intent patient was left behind.

8.1X

Higher engagement rate vs. non-journey campaigns

120X

Higher CVR vs. non-journey campaigns

SUCCESS STORY #3

Owned Media Retargeting Delivered 61x Higher CVR on Paid Ad Traffic

The Challenge

Siloam was investing in Paid Ads to drive traffic to their pages, but users were leaving without booking. There was no follow-up mechanism through owned channels to re-engage these high-cost, high-intent visitors, meaning paid ad spend was not fully maximized once users exited the site.

The Solution

Insider One's platform identified users who arrived via Paid Ads and landed on specific doctor pages. Reachable users were immediately retargeted through owned channels, Web Push, Email, or App Push, with personalized messages featuring the specific doctor and relevant health concern. Non-converters were enrolled into a follow-up campaign with condition-specific creatives, keeping Siloam top-of-mind at zero additional paid media cost.

The Result

Owned media retargeting delivered a 41% higher engagement rate and 61x higher CVR compared to non-journey campaigns. Owned channels successfully extended the value of paid campaigns, converting high-intent traffic that would otherwise have been lost after the initial ad click.

41%

Higher engagement rate vs. non-journey campaigns

61X

Higher CVR vs. non-journey campaigns

SUCCESS STORY #4

App Personalization Drove Revenue at 17.6X the Healthcare CVR Benchmark

The Challenge

As Siloam's patient base increasingly shifted to the My Siloam app, generic push notifications were seeing low open rates, well below benchmark. There was no mechanism to engage patients contextually within the app at key moments such as post-login, post-booking, or during health service browsing.

The Solution

Insider One's App Personalization was deployed to surface contextual health service recommendations, promotional offers, and booking nudges at high-intent moments within the My Siloam app. 75 App Templates were launched throughout FY'25, generating 1.8M impressions. Templates were personalized based on user profile, browsing behavior, and appointment history, engaging patients while they were already active in the app.

The Result

Revenue attributed by App Templates in FY'25 is up +34% YoY. App Template CVR reached 17.6X the healthcare benchmark at 1.76%, with the benchmark being 0.1%. App DAU grew +10.3% QoQ, exceeding the +1% healthcare benchmark, and App MAU grew +2.7% QoQ, above the +2% benchmark.

+34% YoY

Revenue growth from App Templates

17.6X

Above the healthcare benchmark for the App Template CVR

One Platform for Every Patient Touchpoint

One Platform for Every Patient Touchpoint One Platform for Every Patient Touchpoint

One Platform for Every Patient Touchpoint

Insider One unifies web, app, and messaging channels into a single platform, enabling healthcare brands to personalize every patient interaction, orchestrate cross-channel journeys, and convert intent into action at scale.[a][b]
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