Create a patient acquisition and program enrollment platform for addiction recovery
An addiction recovery organization that operates inpatient and outpatient addiction treatment centers across the United States
Increased demand for services and market competition made it imperative for the organization to more effectively track marketing outcomes related to patient acquisition and operations.
The addiction treatment center needed to enable collaboration among the extended care team, attribute referrals, and track patient acquisition and program enrollment.
Status:Go customized a customer relationship management (CRM) system to provide staff with a comprehensive view of each patient, across the continuum of care. The new system pulled together information from the electronic health record (EHR) and existing CRM system, such as travel arrangements and live-chat or phone interactions; improving the patient experience and allowing staff to track referrals throughout the extended care team.
After implementing the new system, the organization experienced significant improvements, including:
- Admission conversion rate increased by 13%
- Patient alumni program involvement increased by 7%
- Enabled front-end sales attribution and tracked network referrals for business development staff
- Automated travel updates decreased the amount of time spent coordinating logistics
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