Case Study: University Hospitals achieves a 580% increase in appointments and saves 40 employee-hours/week with Invoca

Using Invoca Call Tracking & Analytics to Boost Conversions and Create Marketing Efficiencies

University Hospitals, a Cleveland-based health system with more than 200 locations and roughly 400,000 inbound calls per month, needed a more seamless patient journey and better visibility into how marketing drove appointments. Their legacy call-tracking provided little attribution, forced a 12-person marketing team to manually review calls, and relied on imperfect proxies (like a two-minute rule) that didn’t identify which calls became appointments.

By implementing Invoca with Signal AI (HIPAA-compliant), University Hospitals tied scheduled appointments to specific marketing efforts in real time, improved call routing and quality, and uncovered operational issues (29% of calls were routed to a messaging service that converted only 10% of those calls). Those fixes and insights drove a 580% increase in appointments scheduled, raised conversion on routed calls to 68%, and saved about 40 employee-hours per week while enabling more strategic, data-driven marketing.

University Hospitals

Noah Brooks

Senior Digital Strategist