calls and 1,800 physician referrals daily by a team of eight agents and a supervisor


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$2.9B private, nonprofit integrated system


5 campuses and 29 clinics




Call center was disconnected from
marketing strategy


Agents lacked insight to data from the EMR, HCRM, and other sources to personalize interactions with callers


Incomplete and disjointed access to data for reporting business impact and ROI




Technology integration: Engagement Center + HCRM + EMR


360° view of callers for a proactive experience


Integration of outbound calling into marketing campaign workflow


“With the Evariant HCRM and Engagement Center, our team can demonstrate that marketing brings in business and we’re more than a promotions department. We now show leads, conversions, and return on marketing investment.

Mark D’Andrea
Senior Director of Marketing Operations