Case Study: Altura Centers for Health reduces abandoned calls by over 1,000 per month with Artera Call to Text

FQHC Reduces Abandoned Calls by Over 1,000 Per Month with Artera Call to Text

Altura Centers for Health, a Federally Qualified Health Center in California’s Central Valley with 8 locations and 50 providers handling 18,000–20,000 calls monthly, struggled with high call volume and limited staffing that drove a roughly 20% call abandonment rate. To address access and efficiency challenges, Altura partnered with Artera and piloted Artera’s Call to Text feature as an alternative to traditional phone hold or callbacks.

Artera’s Call to Text lets callers switch to asynchronous SMS or receive a follow-up text after abandoning a call, integrating with phone systems like GoToConnect and Cisco. Within 90 days of the pilot, Artera’s solution cut Altura’s abandonment rate from 20% to 15%—about 1,000 fewer abandoned calls per month—delivered over 100,000 sessions per month, earned 90–95% patient approval, and reduced staff burden by enabling faster, simultaneous handling of patient requests.

Altura Centers for Health

Arnie Reynoso

Chief Information Officer