Case Study: Elements Behavioral Health achieves 43% more relevant calls and full CRM attribution with Infinity Tracking

How Infinity's call intelligence boosted the healthcare brand's high quality phone calls by 43%, and improved the quality of their customer service

Elements Behavioral Health operates a network of addiction recovery centers across the United States, including the Promises brand, and needed to understand the digital journeys and touchpoints that drive prospective clients to contact their centers. Their existing call-tracking lacked dynamic numbers and web-journey visibility, and linking call data to Salesforce and attributing performance across multiple brands, locations and campaigns was being done manually, consuming significant time and limiting insight.

Infinity’s Caller Insights App automated reliable call-data integration into Salesforce, provided dynamic-number tracking, call recording and an Eavesdrop feature for real-time coaching, enabling data-driven marketing and contact-centre improvements. With this solution Elements optimised paid search, tracked calls from 20+ channels to individual clinics, and used call ratings for staff training—delivering measurable gains including a 43% lift in relevant phone calls, 34% more new enquiries from organic search, a two-fifths drop in overall calls from paid search, a 26% rise in localised contacts, and faster answer times.

Elements Behavioural Health

Sarah Sack

CRM and Business Analytics Manager