VITAS Healthcare adopted Invoca’s AI-powered call tracking and analytics platform to gain a better understanding of what’s happening on calls to boost marketing ROI and help provide superior patient care.
VITAS’ original call tracking solution lacked the granular data necessary to optimize their advertising campaigns and provide insights into the conversations and call experiences of their customers. “Our primary challenge in ROI is determining the success of a phone call through our call centers, as that measure indicates how many referrals we receive and where they originate,” said Jeff Stewart, assistant vice president of digital communications at VITAS.
VITAS needed a call-tracking and analytics platform that could automate call conversion attribution, provide keyword-level attribution data, simplify paid local search campaign structure, integrate with their existing marketing technology, and meet their sophisticated security and compliance needs. “Invoca offered a high-tech, cost-competitive solution to our needs that met our evolving business needs and integrated well with our tech stack,” Stewart said.
How VITAS Uses Call Tracking and Conversational Analytics
Using Invoca and Signal AI, VITAS continues to gain a better understanding of caller needs, grow ROI on marketing spend and improve the experience for callers.
Hear from VITAS Marketing Analyst Russell Pressler on why they chose Invoca:
Using Signal AI to automate call classification and gain new caller insights: Using Signal AI to automate call classification and gain new caller insights With Invoca Signal AI, VITAS has a clear picture of call activity, including what their families and referral sources commonly say and how they say it, without having to manually listen to calls.
Invoca call routing and IVR improved caller experience: VITAS now uses Invoca to record the whole call and create a much smoother experience for callers.
Native integrations make data more actionable: “With Invoca, I feel confident that when a call ends, the data is transferred quickly and accurately,” said Stewart. VITAS relies on Invoca to push call data and conversion signals through Kenshoo and Google Analytics to optimize their marketing campaigns.
The Results so Far
New visibility into hundreds of monthly calls resulting in patient referrals using Signal AI.
3-minute reduction in hold time.
Consolidation of 1000+ campaigns into fewer than 100.