9,400
calls and 1,800 physician referrals daily by a team of eight agents and a supervisor

 

Read the full Success Story

 

Organization

     
 

$2.9B private, nonprofit integrated system

 

5 campuses and 29 clinics

 
     
 
 
   

Challenges

     
 

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

     
 
   

Solution

     
 

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