Leveraging Call Tracking Technology in Addiction Treatment Industry
Technology Category
- Cybersecurity & Privacy - Identity & Authentication Management
- Networks & Connectivity - Gateways
Applicable Industries
- Buildings
- Telecommunications
Applicable Functions
- Facility Management
- Sales & Marketing
Use Cases
- Facial Recognition
- Time Sensitive Networking
Services
- Testing & Certification
- Training
About The Customer
The customers in this case study are the treatment providers in the addiction treatment industry. They are responsible for providing care to the increasing number of patients battling alcohol or drug addictions. These providers operate in a highly competitive landscape with over 13,000 facilities in the U.S. dedicated to substance abuse treatment. They face challenges in establishing quick and effective communication with prospective patients, expediting admissions, protecting patient privacy, and optimizing their marketing and support teams' performance. They also struggle with targeting the right audience in a competitive and expensive advertising landscape.
The Challenge
The addiction treatment industry in the U.S. is facing a significant challenge in providing quality care to the increasing number of patients, with over 23.5 million Americans currently in recovery from alcohol or drug addictions. However, only 11.2% of these individuals receive help in specialized facilities. The industry is also highly competitive, with over 13,000 facilities operating in the U.S. dedicated to substance abuse treatment. The primary challenge is establishing quick and effective communication with prospective patients to expedite admissions while protecting their privacy. Additionally, the data from these communications should help optimize the performance of marketing and support teams. The industry also faces a challenge in marketing and finding the right audience in a highly competitive and expensive advertising landscape. The person responding to an ad and contacting the facility may not always be the person who needs help, complicating the targeting process.
The Solution
To address these challenges, a layered communications strategy is essential, allowing prospective patients to get in touch in the way that's easiest for them. This could be a form submission on the site, a text message, or a phone call. Tools like FormReactor can be used to embed an online form on the site, which can be customized to target specific audiences or issues. When forms are submitted, they are automatically routed to the proper team or agent who can handle the issue quickly. FormReactor can also automatically generate an instant call back or text message as soon as the form is submitted, connecting potential admits with the team immediately. Call tracking functionality is also used to assign unique tracking numbers to different advertisements to see which campaigns are generating the most calls and conversions. This data can be cross-referenced with revenue, call length, cost per call, and cost of channel/ad to see the return on investment associated with any campaign, ad, or number, enabling educated decisions around where to target or increase/reduce spend.
Operational Impact
Quantitative Benefit
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