At Sterling, our mission is to help organizations improve the health of their populations through thoughtful engagement, impactful education, and data-driven solutions. This year, that mission translated into clear, quantifiable results across engagement, utilization, and outcomes.
Engagement Growth Across Client Populations
Across all client populations, overall engagement increased by nearly 10%, reflecting stronger participation and sustained interest in wellbeing programs and resources. We saw measurable engagement increases in portal tools, coaching programs and screening participation. These consistent gains across multiple channels highlight the effectiveness of our connected, multi-touch engagement strategy.
Easier Access to Coaching and Personalized Support
Demand for personalized support continued to rise, with coaching appointments increasing by 72% during the second half of 2025.
This growth was driven by the introduction of a more intuitive coaching appointment tool, making it easier for participants to find, schedule, and manage coaching sessions.
Combined with increased awareness and accessibility, more participants were able to connect with coaches at the right time, reinforcing coaching as a key driver of behavior change and long-term health improvement.
More Relevant, Timely, and Personal Communications
Effective and engaging communications continue to be a differentiator for Sterling. By leveraging smart automation, we delivered timely, targeted messages to the individuals who needed care most, while also pairing that technology with a more personal, human approach to outreach.
As a result:
- Sterling achieved an email open rate of 57% – more than 22% higher than the industry average
- Overall program engagement increased by nearly 10%
- Communications were more relevant, timely, and actionable
- Participants were better supported at key moments in their health journey
This combination of automation and personalized messaging allowed us to increase engagement while maintaining a thoughtful, participant-first experience.
Clearer Learning Paths and Tools That Support Wellbeing
This year, Sterling continued to invest in technology enhancements designed to improve accessibility, engagement, and outcomes.
Key advancements included:
- The launch of Thrive Academy, a structured learning experience focused on six key dimensions of wellbeing, designed to support holistic, sustainable health improvement
- The addition of new courses, focused coaching programs and on-demand webinars to the Sterling education library, expanding learning opportunities and supporting diverse participant needs
- Enhanced the personal user journey with customized recommendations for care and education
Together, these enhancements empower participants to take a more active role in their wellbeing while helping clients drive measurable engagement increases.
Faster, More Flexible Support When Participants Need It
Our in-house Support team continued to strengthen its capabilities to ensure participants have reliable access to help when they need it.
New support enhancements included:
- A new, user-friendly chatbot within the Sterling portal, providing quick, self-service assistance
- Sterling Assist, a new after-hours support line extending help beyond standard business hours
- A 100% happiness rating for support interactions, reflecting consistently positive participant experiences
These improvements remove barriers to participation and reinforce trust in the Sterling experience.
Continuing to Improve the Participant Journey
Looking ahead, Sterling remains focused on:
- Continuing to increase engagement across populations
- Expanding personalized support and coaching
- Enhancing technology and educational offerings
- Deepening partnerships that drive better outcomes
We’re proud of the progress achieved this year and are deeply grateful to our clients, partners, and team members who continue to support wellbeing. Together, we’re delivering meaningful results and building an even stronger foundation for the future of our client companies.
