Case Study: Scripps Health achieves higher call conversions and a 360° patient view with Evariant Engagement Center

Scripps Health Improves Conversions with Proactive Call Center

Scripps Health, a >$2.9B private nonprofit integrated system, faced a call center that operated as an island—disconnected from marketing, without access to EMR or centralized data, and unable to attribute calls to downstream conversions or demonstrate ROI. To become more data-driven, Scripps implemented Evariant’s HCRM and expanded usage to the Evariant Engagement Center to tie the call center into a broader marketing strategy.

Evariant integrated the Engagement Center with the HCRM and EMR to give agents a 360° view of callers, enforce standardized data capture (name, DOB, email), and add outbound campaign workflows. The result: the eight-person call center now handles roughly 9,400 calls and 1,800 physician referrals per month, resolves more issues in a single interaction, increases conversions, and—critically—can attribute leads to conversions and demonstrate marketing ROI thanks to the Evariant solutions.

Scripps Health

Mark D’Andrea

Senior Director of Marketing Operations