Case Study: University Hospitals boosts appointment conversions with Invoca

University Hospitals boosts conversion rates 300% with Invoca

University Hospitals, a major healthcare provider, faced significant challenges in tracking and optimizing patient phone calls. Their previous call tracking solution offered little insight, forcing manual efforts to tie calls to marketing spend and appointments. This inefficiency, combined with an inability to ensure a consistent patient experience, hindered their goals for seamless care and effective marketing.

By implementing Invoca's conversation intelligence platform, University Hospitals gained real-time insights into call performance and patient interactions. Invoca enabled them to tie calls directly to scheduled appointments, optimize routing, and personalize experiences through integrations like Salesforce Marketing Cloud. The results included a 300% increase in conversion rates, a 50% reduction in total call duration, and a savings of 40 employee-hours per week.

University Hospitals