Plume Health Improved Community Engagement by 400% With Frontegg

About Plume Health

Plume Health is the largest virtual provider exclusively focused on serving the adult trans and gender non-conforming community across 47 states in the U.S. Since it first opened its “virtual doors” in 2019, Plume has supported over 40,000 trans and gender non-conforming patients in accessing health care, including lifesaving gender-affirming care and vital transition support services. Its mission is to transform health care for all trans lives.

Key stats

• 3+ applications have a unified login experience using Frontegg’s Multi-Apps
• 45 customer service reps now manage user accounts using Frontegg’s branded admin portal
• 400% increase in community engagement
• Better adoption: Significant increase in service utilization

Challenge: Fragmented user experience 

When Plume Health began offering a variety of digital health services to its members, they quickly realized the challenge of managing a fragmented user experience. With separate applications for telemedicine, scheduling, customer support, and a community platform, users were overwhelmed by the need to log in multiple times to access different services. This experience created friction, leading to slower adoption and engagement among their members.

“We had several siloed systems in place that were negatively impacting the user experience,” explained Nick Nieslanik, SVP of Product & Technology at Plume. “Each time someone logged in, they had to deal with separate sign-ins for different services. As a result, we were losing people along the way.”

The team at Plume needed a solution that would unify these different applications and make it easier for users to access the services they needed without the hassle of logging into multiple platforms. They wanted to improve the user experience while maintaining flexibility to manage their backend systems.

Solution: Unified services with SSO, OIDC, and Multi-Apps

After evaluating multiple identity management solutions, including Auth0 and Amazon Cognito, Plume chose Frontegg to address their needs. The platform’s ability to provide single sign-on (SSO) and OpenID Connect (OIDC) was a key factor in their decision. With Frontegg, they could unify their apps under a single login experience and eliminate the need for members to manage multiple credentials.

“We were looking for something easy to set up and quick to implement. Frontegg delivered just that. It helped us connect all our applications with minimal hassle, and the configuration process was straightforward,” said Nieslanik.

Frontegg’s self-service Admin Portal also played a crucial role in the rollout’s success. Plume’s nearly 50 customer service representatives all have access to that portal for user management, allowing them to directly reset passwords, invite users, update names and pronouns, and fix email addresses. 

Additionally, the Multi-Apps feature enabled Plume to roll out multiple services with a unified login experience. Plume adopted Multi-Apps more recently than other Frontegg features, and so far they are delighted with it. Multi-Apps has allowed them to connect applications like their in-house scheduling tool and community platform into one seamless experience.

“The ability to connect all our apps under one umbrella with just a single login really opened up new possibilities for improving our services. Now, we don’t have to ask our members to log in multiple times. It’s all taken care of with Frontegg,” said Nieslanik.

Results: A 400% increase in community engagement

Since implementing Frontegg, Plume Health has seen improvements in several areas related to ease of managing customer identity and upticks in the end user experience. 

By reducing the number of login prompts and making it easier for users to access services, Plume has significantly boosted user engagement and adoption. Prior to Frontegg, Plume Health engaged less than 10% of its active members in community content. Today, the company has engaged over 45% of its customer base—representing a 400% increase in community engagement. 

In fact, all areas of Plume Health’s platform enjoy higher usage thanks to better usability. Members can now move smoothly between the different services they need—whether it’s scheduling an appointment, accessing telemedicine, or participating in the now-popular community hub—without having to remember multiple passwords.

Another notable outcome has been the improvement in service utilization. The transition from an email-driven model to a direct user experience means that users are now automatically redirected to their next step after registration, driving immediate action.

“By connecting our systems and reducing friction, we’ve created a more cohesive experience that benefits everyone,” said Nieslanik.

As Plume continues rolling out these changes, they’re also running A/B tests to compare the new direct experience against their older email-driven method. This allows them to assess the effectiveness of the user journey and refine it even further.

The bottom line: From choppy systems to customer delight

For Plume, choosing Frontegg has made all the difference. By replacing a fragmented and cumbersome system with a unified identity and authentication solution, the company has improved not only the user experience but also internal workflows. With SSO, user management, and Multi-Apps in place, Plume has transformed the member experience while maintaining high standards of security.

“We set out to simplify our user experience, and that’s exactly what we’ve achieved with Frontegg,” said Nieslanik. “By getting rid of the barriers to access, we’ve seen real improvements in how our members engage with our services—and that’s what it’s all about.”