Beginning a new year always brings along excitement, planning, and resolutions for the future. While Castlight has already hit the ground running in 2020, we remain grateful for an exciting 2019 with incredible progress. Starting with the announcement of our new CEO, Maeve O’Meara, Castlight had significant achievements in 2019: continued progress of our technology, product innovation, investments in operational excellence, and strengthening of our customer base.
Continued progress in our core technology:
From significant re-platforming work, including a new Rewards Center, to migrating 24 customers to our Castlight Complete health navigation platform so that no customers remain on our legacy wellbeing platform, to continuous product enhancements such as improved quality scores, 2019 was a momentous year for our core technology.
Personalization–providing tailored care recommendations based on an employee’s care needs, gaps, and goals–is a critically important piece of healthcare navigation. Employers agree, with 84 percent of large employers indicating that personalization is key to driving employee engagement in health benefits and wellness programs. In 2019, we doubled our targeting capability for personalization. This extension of targeting capabilities empowers even more users to take the appropriate next step in their care journey and positively impacts adherence to evidence-based care.
Responding to market needs through product innovation:
There is a growing need for services that will help employees better navigate the healthcare system and their corporate benefits, with many employers turning to high-touch services going into 2020. In support of this need and our mission to improve the healthcare experience, Castlight has announced the rollout of Castlight Care Guides. This unique service combines the power of our core health navigation technology with a clinician-led, high-touch service to serve more people, including those that are in higher need of care and those that are more difficult to reach through digital engagement alone.
Providing convenience and access to care for users is crucial, which is why we have also launched regional integrations for appointment scheduling features for our Care Guidance and Complete customers. Additionally, virtual care services have enabled us to build out features for seamless access to telehealth in regional pilots.
Reinvigorating operational excellence with new investments:
In our ongoing commitment to serving our customers, Castlight has opened a new Customer Center of Excellence in Utah. In the first few months that this office has been open, we have trained a support team that will continue to grow in 2020, and over the past year have seen dramatic improvements of our customer support service levels due to rigorous training and improved processes.
Receiving honest, open feedback from our customers greatly informs our roadmap and allows us to continually enhance our services to meet our customers’ needs–and, ultimately, the needs of the user. In the past year, we hosted our annual Customer Advisory Board event with a cohort of our large employer customers, our Anthem Engage Summit with our Engage customers and partners at Anthem, and Customer Councils where we hosted topic-specific customer groups for additional insights. These events encourage feedback, co-innovation, and deep engagement with our customers.
Strengthening our customer base and laying the groundwork for our health plan growth initiative:
In 2019, we expanded our health navigation platform, Castlight Complete, to grow our employer business, doubling the number of Complete customers. As a result of our team effort to drive health navigation adoption across our book of business, we now have approximately 75 percent of our annualized recurring revenue (ARR) on our health navigation products, Castlight Complete and Anthem Engage.
Our new license agreement with Anthem not only demonstrates our continued commitment to partnering with Anthem, but also lays the groundwork for blossoming health plan partnerships. Expanding our Anthem relationship to include the licensing of our core platform services demonstrates that our technology infrastructure is extensible to serve health plans in support of their user experience.
As we begin 2020, Castlight leadership is laser focused on building on last year’s momentum. Our highest level goals will continue to be reinvigorating our employer business, demonstrating greater product value, and unlocking new growth opportunities so that we can extend our health navigation to improve the healthcare experience for more users.