Case Study: Discovery Institute improves patient outreach and care with CallTrackingMetrics

How An Award-Winning Addiction Treatment Center Uses Call Tracking & Attribution to Reach Patients and Provide Care

Discovery Institute, a New Jersey addiction treatment center, needed a more reliable call tracking solution from CallTrackingMetrics because its previous provider had poor reporting and couldn’t scale with its growing volume of inpatient and outpatient patients. The team also needed to better route thousands of HIPAA-compliant communications, support a hybrid staff, and avoid losing anxious or crisis-driven prospective patients who were calling for help.

CallTrackingMetrics implemented smart call routing, a Smart Dialer, HIPAA-compliant texting and chat, call recordings, transcriptions, and Salesforce integrations to streamline intake and follow-up. As a result, Discovery Institute now manages about 2,500–3,500 calls per month more efficiently, reaches missed callers within two minutes, reduces administrative work, and provides faster, more personalized care with fewer patients falling through the cracks.

Discovery Institute

Marisa Disisto

Contact Center Manager