Case Study: Large Academic Medical Center achieves $240M+ annual net patient revenue and higher appointment conversions with Evariant

Top AMC Generates Millions in Net Patient Revenue by Integrating Marketing Campaigns with Contact Center

Large Academic Medical Center on the East Coast faced a major gap: roughly 75% of marketing leads were calling its Contact Center, but CSRs lacked caller and campaign context, creating missed opportunities across more than 600,000 calls per year with 60 agents. To integrate the Contact Center into a precision marketing strategy, the health system engaged Evariant, using Evariant’s Patients for Life Platform and Engagement Center capabilities to connect marketing, caller data, and EHRs.

Evariant built a centralized consumer database, integrated marketing systems and electronic health records, and gave CSRs immediate access to campaign creatives and caller profiles plus targeted training—transforming the Contact Center into a proactive Engagement Center. The Evariant-enabled approach produced measurable impact: a multi-year annual average of $240 million in net patient revenue from marketing-supported campaigns, 50% of Engagement Center callers made appointments, about 500,000 campaign calls yielded 20,000 leads with a 25% increase in call volume, CSRs doubled activities handled per call, and the organization doubled its advertising budget.