CallTrackingMetrics
Case Studies
Discovery Institute & CTM: Enhancing Addiction Treatment with Call Tracking & Attribution
Overview
Discovery Institute & CTM: Enhancing Addiction Treatment with Call Tracking & AttributionCallTrackingMetrics |
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Healthcare & Hospitals Telecommunications | |
Facility Management Sales & Marketing | |
Personnel Tracking & Monitoring Time Sensitive Networking | |
System Integration | |
Operational Impact
Adopting CTM has significantly improved the operations at Discovery Institute. The front desk no longer acts as a call center, freeing up staff to focus on welcoming and directing new patients, dealing with vendors, and helping fellow employees. The use of smart routing, unique trigger automation, and other CTM tools has resulted in prompt and personalized care for clients. The use of Smart Dialer and HIPAA-compliant texting and chat ensures that no patient falls through the cracks, regardless of their preferred mode of communication. The use of call recordings and transcriptions has reduced administrative time waste and lowered the likelihood of a patient feeling frustrated in their recovery process. Lastly, making every staff member an Agent in CTM has drastically reduced the amount of overall administrative work needed and improved client satisfaction. | |
Quantitative Benefit
CTM helps manage and route the 2,500-3,500 phone calls made to the institute every month. | |
CTM's Smart Dialer automatically initiates a callback to any missed call number within two minutes. | |
CTM's call recording and transcription feature ensures that every counselor can start their day addressing their patients’ after-hour concerns and responding as soon as possible. | |