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Looking back at 2024, the Innovation Organization (iO) had a fantastic year. Like most start-ups in 2024 we had our share of ups and downs, but we closed the year strong. We want to share our achievements over the past 12 months in this blog. iO met aggressive timelines, kept up with rapid advancements in AI, and shifted priorities to meet customer needs throughout the last year. We are so proud of iO for overcoming many challenges and emerging victors. It was heartwarming to see the team’s resilience.

Heartfelt kudos to every iO member. This blog is dedicated to their hard work.

Product Review

In the last 12 months, we launched 25 new products/features (GA/Beta) and created superpowers for our users by launching 2 AI CoPilots.

Across all communication channels, we saw a 20%+ year-over-year growth in messages. In 2024, we reached 100M+ unique patients supporting billions of messages.

Here are our top 8 highlights launches:

1. AI CoPilots

We have tens of thousands of MAUs who rely on Artera’s staff console for efficient conversational messaging with their patients. While the vast majority of communications are automated, it is critical for patients to be able to reach staff. Staff CoPilot enables AI skills to translate inbound and outbound messages into 100+ languages, shorten patient messages to actionable prose, and summarize conversations to quickly bring staff up-to-speed. Insights CoPilot enables staff to identify conversations to automate for time savings and to prioritize due to patient sentiment, concern, or wait time.

2. Pulse Outreach

Our customers send tens of millions of campaign messages each year to help patients take action for their health. Pulse Outreach allows flexibility to configure messaging from any data source and use a dynamic list of patients without staff intervention.

3. Smart Inbox

Staff using Artera often manage patient communications across multiple practices and campaigns. Smart Inbox enables users to manage across these channels with improved efficiency for staff.

4. Developer Portal

By integrating patient communication vendors with Artera, customers achieve higher response rates and a single pane of glass for managing all communications. The Artera Marketplace has grown to 60+ vendor partners with access to Artera APIs for pre-built integrations. Our updated dev portal makes accessing our API specs and sandbox a first class experience.

5. Branded Messaging

When patients trust the source of messages, experience and response rates improve. Branded messaging enables our customers’ logo, image, and information to be included in the message. It also includes a more interactive in-message experience, limiting the need for links to webpages.

6. Unified Communication History

Most staff members never see the full picture of communications with a patient. It happens across several systems, managed by different departments and staff. Unified Communication History provides a single pane of glass to see it all and take action.

7. Patient Preferences

Patients receive a lot of communications. When a patient opts out, they lose all communications. This can be detrimental for the patient and the staff, as valuable messages go silent. Our update to patient preferences enables more granular opt-outs so patients have more control.

8. Premium Workflows

Appointment rescheduling and referrals can be challenging for patients and staff members to manage. Our self-rescheduling enhancements enable many more patients to self service and reschedule their appointments by choosing an available option all within a message. Our referral queue enhancements enable staff members to more easily manage and prioritize closing out open referrals and orders.

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Engineering Excellence

We took massive leaps in multiple areas of our engineering excellence roadmap. There are so many tech, process, and culture-specific achievements. Keeping brevity in mind, we will look at three highlights:

Tech debt

As part of this initiative, we focused on two main areas.

• Domain-Driven Design: We broke down our application into logical, bounded contexts and started working on decoupling the code and allowing access via interfaces. As part of this work, we also focused on shift left strategy with our testing and focused on making our unit and integration tests a priority.

• Deprecated third-party tools: We moved away from Pubnub and Datadog for multiple reasons and implemented homegrown tools. We also untangled our messaging service vendor integration into a loosely coupled architecture, giving us the ability to use the most appropriate vendor based on our customers’ needs in each market we serve.

SPACE

We rolled out our first iteration of SPACE framework, we will raise the bar on the SPACE goals in 2025.

CI/CD Pipeline

It took a while, and now our CI/CD pipeline is generating ROI. Three years ago, we manually deployed to production once a month. In the last 12 months, we deployed to production 1,660 times without any manual intervention.

As iO, we would like to highlight two key achievements focused on new development and supporting existing customers.

1. The organization delivered 80%+ of the scope that they had taken on in the last four quarterly plans.
2. DevOps and engineering teams met all defined SLAs.

Look Ahead

With what lies ahead for us in the 2025 calendar year, it is going to be another exciting year. Thank you to our customers and iO members on the journey with us. We continue to be driven by our mission to make healthcare #1 in customer service.

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About Artera:

*Artera is a SaaS digital health leader redefining patient communications. Artera is trusted by 800+ healthcare systems and federal agencies to facilitate approximately 2.2 billion messages annually, reaching 100+ million patients. The Artera platform integrates across a healthcare organization’s tech stack, EHRs and third-party vendors to unify, simplify and orchestrate digital communications into the patient’s preferred channel (texting, email,  IVR, and webchat), in 109+ languages. The Artera impact: more efficient staff, more profitable organizations and a more harmonious patient experience.*

Founded in 2015, Artera is based in Santa Barbara, California and has been named a Deloitte Technology Fast 500 company (2021, 2022, 2023), and ranked on the Inc. 5000 list of fastest-growing private companies for four consecutive years. Artera is a two-time Best in KLAS winner in Patient Outreach.

For more information, visit www.artera.io.

Artera’s blog posts and press releases are for informational purposes only and are not legal advice. Artera assumes no responsibility for the accuracy, completeness, or timeliness of blogs and non-legally required press releases. Claims for damages arising from decisions based on this release are expressly disclaimed, to the extent permitted by law.