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CallTrackingMetrics > Case Studies > Discovery Institute & CTM: Enhancing Addiction Treatment with Call Tracking & Attribution
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Discovery Institute & CTM: Enhancing Addiction Treatment with Call Tracking & Attribution

Technology Category
  • Drones - VTOL & VTOL Hybrid Drones
  • Infrastructure as a Service (IaaS) - Hybrid Cloud
Applicable Industries
  • Healthcare & Hospitals
  • Telecommunications
Applicable Functions
  • Facility Management
  • Sales & Marketing
Use Cases
  • Personnel Tracking & Monitoring
  • Time Sensitive Networking
Services
  • System Integration
The Challenge
Discovery Institute, a New Jersey-based addiction treatment center, was struggling with their existing call tracking solution. The lack of reliable reporting and scalability was hindering their ability to provide high-quality service to their growing client base. The center was dealing with thousands of calls each month, all of which needed to be manually directed to the right departments. This was not only time-consuming but also resulted in missed opportunities to connect with prospective patients and their families. Additionally, the center was facing challenges in dealing with callers who were too anxious to complete a call, intoxicated, in a crisis situation, reluctant to start treatment, or unable to take phone calls. The center also struggled with providing a consistent experience due to insufficient context about the patient's recovery process.
About The Customer
Discovery Institute is a New Jersey-based addiction treatment center that has been providing top-notch care to their local community for the past 53 years. The center offers both inpatient and outpatient care and has a growing roster of clients. The center is committed to using innovative technology and software to enhance their services and was voted Newsweek’s America’s Best Addiction Treatment Center award two years in a row. Despite being located in New Jersey, the center has a hybrid workforce with contact center staff living across the country.
The Solution
Discovery Institute adopted CallTrackingMetrics (CTM) to address these challenges. CTM's call routing feature allowed every call to be filtered through the contact center, where the representative could gather necessary information and quickly route the caller to the correct department. CTM's Smart Dialer was used to initiate a callback to any missed call number within two minutes, and if unanswered, all relevant details were synced into their Salesforce instance for a follow-up task. Text messaging was also used to communicate with patients when phone calls were not an option. To address the issue of insufficient context, CTM's call recording and transcription feature was used to record after-hour calls and email the transcription to the patient's counselor. To accommodate their hybrid staff, every staff member at Discovery Institute was made an Agent in CTM, allowing them to receive forwarded calls directly.
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.

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