CASE STUDY · HEALTHCARE

4.2x Telehealth Paid ROAS

A telehealth provider's paid acquisition looked profitable on platform-reported metrics but was losing money once churn and refunds were factored in. Innvy rebuilt the measurement model first, then the media plan.

THE CHALLENGE

Where the growth was stuck

Meta and Google were reporting strong ROAS, but finance saw a different number once early cancellations and chargebacks were included. Nobody could agree which number was real, so budget decisions were being made on guesswork.

THE INNVY APPROACH

What we did

Built a server-side attribution layer tying every paid conversion to actual retained revenue, not just the initial transaction.

Reconciled ad-platform reported ROAS against real payment-processor data to find the true gap.

Reallocated spend away from channels that looked good on-platform but produced high-churn patients.

Set up a live executive dashboard so finance and marketing worked from one shared ROAS number.

RESULTS

What changed

4.2xTrue revenue-reconciled paid ROAS (vs. 2.1x reported)

99.4%Call and conversion attribution match rate

1Unified ROAS number for finance and marketing

60 daysTo reallocate spend away from 2 underperforming channels

“We didn't have an ad problem — we had a measurement problem. Innvy fixed the measurement first.” — CFO, Telehealth Provider

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