How CallTrackingMetrics Helped Southeastern Recovery Center Streamline Its Marketing and Admissions Process
How Southeastern Recovery Center adopted a 24/7 hour support model and streamlined its marketing and admissions process using CallTrackingMetrics to support addiction and behavioral healthcare clients.
Drug addiction treatment and behavioral healthcare are two of the most crucial arenas of healthcare today (and some of the most dire). In 2020, 40.3 million people in the US suffered from a Substance Use Disorder (SUD) but only 6.5% received treatment. Tragically, over 100,000 died of drug overdoses.
Helping those in need locate, contact, and enroll in recovery services is its own pillar of care. Yes, treatment centers are focused on healthcare and recovery outcomes, but to operate successfully and reach clients in need, treatment facilities must also run and manage effective admissions offices and ad campaigns.
Before a client can even start their journey to recovery they (or their family) must:
- Find a local or accessible treatment center
- Contact the facility via call, form fill, text, or chat
- Complete the assessment, admission, and intake process
- Stay with the facility for the duration of the treatment journey
Then, after completing treatment, most facilities provide alumni with programs and services, check-ins, and other offerings designed to prevent client addiction relapse.
Marketing, admissions, financial, clinical, and administrative teams are all necessary to this process – in other words, it takes a village.
When Jake Gorman, Director of Marketing for Southeastern Recovery Center, wanted to streamline the center’s intake process, he turned to his peers in the village.
He heard from other marketers in the treatment addiction space that working with CallTrackingMetrics helped them create, market, and run successful treatment programs by removing the gaps in intake and admission facing many facilities.
“We consulted with other treatment centers and marketing agencies to see what platform they recommended for what we were trying to accomplish,” he says, “and their recommendation was overwhelmingly CTM.”
The teams at Southeastern Recovery Center needed a tool that could streamline their admissions and client tracking processes, bring insight to their marketing campaigns, and facilitate 24/7 support for clients – all in one platform.
So…how did it work?
Problem: “We have to streamline our admissions process and keep track of clients.”
When it comes to admissions at addiction treatment centers, a single missed call, text, or chat could be a lost opportunity for someone looking to reclaim their life from a drug addiction or substance abuse disorder.
“It can be hard to keep track of the dozens of people that contact our admissions department every day,” says Gorman. And, before working with CTM, Gorman admits that their “biggest fear was being unable to keep track of clients.”
Clients may abandon their call if a facility’s calls are either:
- Routing to a single phone manned by a solitary agent; or
- Too simplistic in its routing or voice menu
Additionally, with these simplistic setups, agents will spend too much time gathering basic information each time the client calls in. Either way, rather than having an engaging, productive conversation that leads to a quick admission, there will be a missed opportunity.
Solution: With CTM, Southeastern Recovery Center can streamline the client admissions process during these five steps:
- Clients call or text the admissions team directly using CTM’s mobile app or text feature.
- Once the agent confirms that the client meets the Center’s criteria for admission, they can schedule and complete a pre-assessment via phone.
- Once the pre-assessment is relayed to the clinical team, they schedule an admission date and time and arrange transportation to the center.
- The client arrives and completes the intake process.
- They begin their treatment journey.
So, how does this work on the backend?
As each client moves through the admissions process, the team gathers their information into a single place – the call log. With each call a client places to the facility, they can be routed to the correct team or agent again. Their profile is immediately viewable to the agent, so conversations can continue seamlessly with each point of contact with the facility, rather than stalling as the agent gathers basic information and manually routes the calls over and over again.
“We wanted our agents free to spend time engaging with our callers and getting to know them as individuals so they could figure out the best course of action to get them help for their addiction or mental health issues,” says Gorman.
By keeping all the information they need in one place, the center can keep the admissions, intake, and treatment process moving forward at the pace crucial to addiction treatment success. When it comes to behavioral health and addiction treatment, the speed of response and agent engagement are real predictors of a client’s ability to successfully remain in treatment.
RESULT: It now takes an average of only three days from first call to program admission.
“CTM has made it easier to keep our client’s contact info, conversation history, and point of origin all in one place.” Says Gorman. “It gives us a convenient way to consolidate a lot of information that could otherwise fall through the cracks.”
By configuring client-first routing that prioritizes getting leads and clients alike to the right agent right away, Southeastern Recovery’s staff can individualize treatment plans faster and more accurately. CTM gives them the ability to route calls to specific admissions agents and document client contact from start to finish so they don’t waste time gathering the same information each time.
“It’s a pretty intuitive platform that allows us to keep track of our clients from their very first contact,” Gorman tells us. The platform helps keep clients’ information front-and-center of their treatment journey and outreach to their treatment facility.
Problem 2: “We want to gauge our marketing efforts by seeing which avenues are performing best.”
Without a call tracking and marketing attribution tool, there was no way for Southeastern Recovery’s marketing team to know how their ads were performing, either online or offline, without asking callers directly. (And when a client in crisis is calling or seeking treatment, digging for marketing insights is not the best use of the agent’s time.)
And, without knowing whether, for example, their paid search ads on Google were outperforming their Instagram video ads, the marketing team couldn’t adjust their budget or effort to focus on the ad streams that were actually reaching clients.
Solution: “CTM makes it simple to break down your traffic monthly, weekly, daily, and even by the hour so you can gauge how your paid ads, social media, and organic traffic stack up against each other.”
As a marketing attribution tool, CTM is designed to track ad performance and show you which ads are working best. By using tracking numbers to figure out which of its ad sources are reaching the most potential clients and which ads are fizzling, Southeastern Recovery Center can continually optimize its ad outreach by honing in on the channels and formats that work best for its message.
RESULT: Measurable outcomes from top-performing channels
With CTM, Southeastern Recovery Center can now easily point to its top four performing channels. They know that video ads reach their audiences on Facebook, Instagram, and YouTube, and (unsurprisingly) Google search ads are a winner. Using a tool that can streamline both the marketing and admissions processes with measurable outcomes is a win-win-win.
Problem 3: “We need to provide 24/7 client support”
Addiction recovery and behavioral health treatment centers need to provide round-the-clock accessibility to support round-the-clock recovery for those struggling with SUDs. The ability to chat with an agent, leave a message for your counselor or physician, or book an emergency appointment can be the difference between recovery and relapse. In many areas, wait time for care can range from weeks to months. In fact, according to the National Council for Mental Wellbeing, the inability to schedule an appointment in their moment of need prevented 28% of adults in the US seeking substance use care from accessing treatment.
Solution: A software solution that helps clients reach help when they need it
With CTM, Southeastern Recovery Center’s clients can reach help at any time of day or night using a mix of CTM’s scheduling features and routing configurations. Clients who call can navigate voice menus and keypresses to reach admissions, a specific office, their individual counselor, or a scheduling option. These kinds of menus ensure that potential clients, current clients, and program alumni can pursue recovery with 24/7 support.
“It gives us the ability to provide 24/7 support and ensures that anyone who calls us is routed to the right admissions agent, “ says Gorman, “so that they can receive the best help possible to start on their recovery journey.”
Result: Help is available to Southeastern Recovery Center clients 24/7
With CTM, Southeastern Recovery Center’s team can be available night and day for clients. The platform allows for a wide range of custom trigger and routing options to provide potential and current clients, and program alumni with a connection to admissions, their counselor, or a live agent.
“We can provide 24/7 support to clients by using the schedule feature within CTM and having admissions team members on around the clock,” explains Gorman. “The CTM schedule feature allows us to be very fluid by adding and removing agents if schedules change, and offers us the flexibility needed to answer calls and get clients the help they need during these sensitive times.”
And by calling into Southeastern Recovery Center, receiving the best help possible is exactly what they do.
Conclusion: The right call tracking program for your treatment center
The most successful treatment centers blend high-tech solutions with tried-and-true professional care. At Southeastern Recovery Center, using an all-in-one call tracking, attribution, admissions, and intake software was a no-brainer to combining the best in modern SUD treatment practices with marketing solutions designed for the healthcare arena.
Before signing onto CTM, Gorman surveyed his peers in the addiction treatment space.
“We heard from other treatment centers and advertising companies that struggled through the experience of finding the right tracking platform and took their recommendations to heart,” says Gorman. But CTM “came highly recommended by friends and coworkers in the addiction recovery community as their go-to admissions call service. We’ve seen other addiction treatment centers use CTM to funnel prospective clients, keep track of existing clients, and measure where their traffic is coming from.”
With its powerful contact center solution-style features, including call routing, queues, callbacks, call logs, and scheduling, in addition to a robust call tracking and marketing attribution suite of features, Southeastern Recovery Center is well-prepared to help clients access care and begin a new phase of their lives through recovery.
If you’re a behavioral health center or addiction treatment facility in search of a tool trusted by other professionals in your field, capable of:
- Streamlining admissions
- Tracking the success of your marketing strategy, and
- Providing customized support to clients and alumni
Consider finding out more about how CallTrackingMetrics could be right for your facility. Book a demo today.