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Phoenix Rising: A Case Study by CallTrackingMetrics

Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Healthcare & Hospitals
Applicable Functions
  • Sales & Marketing
Services
  • Data Science Services
The Challenge
Phoenix Rising, a behavioral health care services provider with multiple locations in Southern California, was facing a challenge in tracking the effectiveness of their various marketing campaigns. As a growing business, they needed to make informed decisions on where to spend their marketing budget, but they had no way of determining which marketing campaign was actually driving leads. In addition to this, they also needed increased control over their calls and call agents. Prior to using CallTrackingMetrics, Phoenix Rising Behavioral was using just one Google Voice number for all incoming calls. This lack of transparency and control was hindering their growth and efficiency.
About The Customer
Phoenix Rising is a behavioral health care services provider with multiple locations in Southern California. The vision of Phoenix Rising is to create a safe environment where each individual may rise from their past to a new and brighter future. Their mission is to provide the best clinical care rooted in safety, security, attachment, and including current industry standards. They had a number of active marketing campaigns when they first contacted CallTrackingMetrics. As a growing business, they needed to make informed decisions on where to spend their marketing budget.
The Solution
Phoenix Rising implemented CallTrackingMetrics’ software to gain insights into their marketing campaigns and to have better control over their calls and call agents. The software provided them with a full-spectrum view of which marketing campaigns were producing calls, and which were a waste of their advertising budget. It also allowed their Admissions/Sales Manager to provide call schedules and monitor call agents more closely for training and quality assurance purposes. Phoenix Rising also utilized CallTrackingMetrics’ call queues and tracking sources. The queues allowed them to customize their calls with wait messages and music, and also enabled them to route call types to specific agents. The tracking sources empowered Phoenix Rising to assign a phone number to each of their marketing campaigns, providing them with valuable insights into where their calls were originating from.
Operational Impact
  • Phoenix Rising reported improvements behind their decision-making processes, which resulted in a “complete upgrade” of their Admissions/Sales and Marketing departments.
  • They now have a full-spectrum view of which marketing campaigns are producing calls, and which are a waste of their advertising budget.
  • Phoenix Rising’s Admissions/ Sales Manager can now provide call schedules, and is now able to monitor call agents more closely for training and quality assurance purposes, helping overall conversion.
Quantitative Benefit
  • Significant improvement in their ROI
  • Improvement in overall conversion rate

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