Lifecycle Strategy
We audit your customer journey, find the revenue leaks, and build multi-channel flows that convert: welcome, onboarding, re-engagement, and winback.
We build retention systems for fast growing brands.
Propel is the growth partner that improves LTV, reduces churn, and drives repeat revenue. Done-for-you service, for fast growing brands doing $150K+/mo
Trusted by 50+ Telehealth & Supplement Brands Globally
You need the customers you already paid for to reach the refill
Your Ads work. Your Checkout converts. Then, somewhere between the first order and the first refill, most of the customers quietly churn. You're missing a system
The Propel Method
The Persistence Loop
The retention system running inside telemedicine and GLP-1 brands. Seven moments sit between a patient's first order and their next refill, and each one has a measurable leak, a specific move, and the number that proves it worked.
DAY 0. BEFORE THERE IS A PATIENT.
THE LEAK
~1 in 3
Roughly a third of starts abandon somewhere in the middle of intake, and almost no telehealth brand keeps the partials. You cannot say which question people stall on, by product or by dose.
THE MOVE
Treat intake as the first write to the patient record, not a gate. Persist every answer as it is typed, tag the exact stall point, and resume within minutes from that question, keyed to the reason: cost, needle anxiety, or eligibility doubt.
DATA REQUIRED
Product and dose intent, the stall point, acquisition source and UTMs, every answer given, and the goal the patient states in their own words.
PROOF
Intake resume rate
Completed intakes per session started, stall distribution by question, and 24-hour resume rate by reason.
DAYS 1 TO 3. THE FIRST HUMAN CONTACT.
THE LEAK
+60%
Each additional provider visit raises the odds of a patient reaching week twelve by roughly 60 percent. Clinician contact is the strongest modifiable predictor of persistence, yet the model compresses it into a few async minutes.
THE MOVE
Make the consult carry more than the script. Pre-brief the provider with the full intake, set the side-effect expectation before dose one, hand over the titration schedule as a calendar, and book the week-two check-in while the provider is still on the line.
DATA REQUIRED
Prescribed product, dose and titration schedule, provider specialty, contraindications, and whether side-effect counseling was delivered.
PROOF
Intake to Rx
Intake-to-prescription conversion, median time to prescription, and the share who received anticipatory side-effect counseling.
DAYS 3 TO 10. SILENCE, THEN A BOX.
THE LEAK
The gap
The window between payment and package is one of the highest-volume support reasons in telehealth. When the brand goes quiet, the patient goes to your support queue.
THE MOVE
Every delivery message carries the next clinical step, not just a tracking number. Pre-empt the delay before they check, bundle the first-dose instruction into the arrival confirmation, and give a cold-chain replacement path that does not need a ticket.
DATA REQUIRED
Live order state, delivery record and any delay, next-dose date, payment state, and prior tickets so the message does not repeat support.
PROOF
Tickets / 100 orders
Shipping-status tickets per 100 orders, deflection on proactive delay messages, and time from delivery to first dose.
THE CLIFF. TITRATION AND NAUSEA.
THE LEAK
30%
Thirty percent of patients stop inside four weeks, before reaching a therapeutic dose. The ones who quit early lost 3.6% of body weight; the ones who stayed lost 11.9%. They quit before the drug visibly works, then conclude it does not work.
THE MOVE
Anticipatory guidance, not reactive support. Side-effect coaching lands the day before the symptom is expected, keyed to the titration day. Show the expected curve so a slow week one does not read as failure. Any symptom report routes to a provider: the agent gathers, it never assesses.
DATA REQUIRED
Current dose and titration day, reported side effects and severity, whether a therapeutic dose has been reached, and the next best action.
PROOF
Week-4 persistence
Share reaching a therapeutic dose, week-4 and week-8 persistence, and cancellations attributed to side effects.
WEEKS 4 TO 8. THE SECOND CLIFF.
THE LEAK
Weeks 4 to 8
The largest single group of patients holds four to eight weeks of supply, then stops. Much of it is not clinical: a failed card on day 24 is a dose gap on day 28 that nobody forecast.
THE MOVE
Trigger the refill on the intersection of three states, not a date: next-dose date, live order state, and payment state, read together. Forecast the dose gap before it opens, and recover involuntary churn first. It is the cheapest persistence you will ever buy.
DATA REQUIRED
Purchase and next-dose date, payment state, refill status, and weight trajectory to answer the question is this working.
PROOF
First-refill rate
First- and second-refill rate, median dose-gap days, and week-12 persistence, the headline number.
MONTHLY, AND ON TRIGGER.
THE LEAK
2.8 vs 6.2
In one GLP-1 cohort, the lowest-engagement quartile persisted 2.8 months against 6.2 for the highest. Engagement here is not a vanity metric, it is a survival curve, and the effect is front-loaded.
THE MOVE
Fire on state, not the calendar. The agent runs routine check-ins on adherence, side effects and technique; clinical threads escalate to a provider with the transcript attached and the full state loaded. Every interaction writes back a disposition so the next contact never starts cold.
DATA REQUIRED
Last interaction and its disposition, weight trajectory, lifecycle stage, and the next best action for this patient right now.
PROOF
Persistence by check-in
Check-in completion, escalation rate and time to resolve, and the persistence curve segmented by check-ins completed.
MONTHS 4 TO 18. THE LONG MIDDLE.
THE LEAK
40%
Four in ten patients who stop say they felt it was no longer needed. They read the plateau as the finish line. Most brands are not in the room for that decision, and a year after stopping, patients regain about two thirds of the weight.
THE MOVE
Name the plateau as maintenance before the patient reads it as failure. Show the counterfactual, re-anchor on the goal captured at intake (rarely a number on a scale), and build the win-back: a third to a half of patients who lapse restart within a year.
DATA REQUIRED
Weight trajectory and plateau flag, lifecycle stage, the intake goal, and reinitiation eligibility if already lapsed.
PROOF
Month-12 persistence
Month-6 and month-12 persistence, churn on plateau against off plateau, and average fills per patient, the number the whole loop exists to move.
Conversion-First
Emails that look good and perform.
Design that guides the eye, earns trust, and drives action.
Why Propel
Why health brands choose Propel over other agencies
See how Propel compares to a typical email agency. Health brands choose specialization, proof, and complianceee over generic campaign volume.
PropelOther agencies
Focus
✓Retention & LTV for health brands
–E-commerce & email specific
On-vertical proof
✓Named wins: Eden Health, Kiaora;
Strong GLP-1 focused practice
Strong GLP-1 focused practice
–No health-specific proof
Speed
✓Live in about 2 days, 50+ campaigns before you could hire
–Weeks of onboarding
AI execution
✓Sonic AI copilot trained in your data
–Generic best-practice playbooks
Compliance
✓Built for regulated health, HIPAA-aware
–Goes quiet on compliance
Your risk
✓30-day money-back guarantee
–No guarantee
"Propel has been a phenomenal partner for our telehealth brand. Their system goes well beyond typical agency work, they bring holistic business growth. The depth of expertise , their in-house platform and genuine investment in our success makes them a standout."
Customer Success Stories
Lifecycle Strategy in Action
From 53% onboarding lifts to 1M+ emails/month — see how we’ve moved the needle for brands like yours.
Try us for 30 days. Love it or get your money back.
Qualified brands can try our services for 30 days. If it doesn’t feel like the right fit get your money back. No fine print, no hassle.
Frequently Asked Questions
Everything you need to know about the product and billing. Can’t find the answer you’re looking for? Please chat to our friendly team.
Still have questions?
Can’t find the answer you’re looking for? Please chat to our friendly team.
What is patient retention marketing, and why does it matter for telehealth brands?
Patient retention marketing keeps the patients you already paid to acquire engaged across every stage: intake, first fill, refill, and reactivation. Acquiring a new patient costs 5 to 25 times more than keeping one, and in telehealth the revenue lives in the refill, not the first order. A 5% lift in retention can raise profit 25 to 95%.
How is Propel different from other retention and lifecycle marketing agencies?
Most agencies send on a calendar. Propel runs the Persistence Loop, a state-driven system across the seven moments between a patient's first order and their next refill. Senior lifecycle strategists plus proprietary AI agents read live patient state (dose, titration day, order and payment) so the right message fires at the right moment. We are not a tool, we are the team, the strategy, and the execution engine, backed by a 30-day money-back guarantee.
What platforms and channels do you work with?
We are platform-agnostic across the major customer engagement and healthcare email marketing tools: Braze, Customer.io, Klaviyo, MoEngage, CleverTap, Iterable, and more, plus SMS. As a Platinum Customer.io Partner and Braze Partner, we bring certified-level expertise, and we federate your provider, pharmacy, and support data into a single patient record so sends fire on real state, not a generic schedule.
How fast can we see results?
Weeks, not quarters. Because the Persistence Loop targets specific leaks (intake abandonment, the titration cliff, the first missed refill), most brands see week-4 and week-12 patient persistence move inside the first 60 days, which is why we back it with a 30-day money-back guarantee.
What does the engagement look like day-to-day?
A senior lifecycle team works as an extension of yours on strategy, build, and execution, while the AI agents run routine check-ins and escalate clinical threads to your providers. Communication runs over Slack, with weekly performance updates and monthly strategic reviews, and your team keeps full visibility and approval on every message.
What if it's not the right fit?
The journey audit is free and yours to keep, and we agree the retention metric and measurement window up front, so you are never locked into a number nobody defined. It is backed by a 30-day money-back guarantee: if it does not feel right, get your money back. No fine print, no hassle.
Contact us
Book your retention audit
Take your patient journey through DTC Telehealth Retention Experts who've grown $100Mn+ brands
Here’s what we’ll dig into:
Where your retention flows are underperforming
How intent driven messaging can improve refill, intake funnels
Quick wins your team can action this quarter
Repeat revenue estimate that you're leaving on the table
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