Case Study: Watermark Retirement Communities reduces cost per lead by 7% with Invoca

Watermark Retirement Communities uses Invoca to get attribution for marketing-generated phone leads and to monitor contact center agent performance

Watermark Retirement Communities, a senior care provider, needed a reliable way to understand which marketing-generated phone calls were actually turning into event RSVPs and tour bookings, and to see how well its contact center handled those leads. Before working with Invoca, the team could track call volume, but not call quality or the true ROI of campaigns, making it hard to optimize spending and sales follow-up.

Invoca implemented Signals to attribute phone leads across paid search, website, and direct mail, score calls at scale, and give Watermark insight into which messages and offers drove the best response. With Invoca, Watermark improved coaching and collaboration between marketing and sales, and achieved a 7% enterprise reduction in cost per lead while increasing higher-quality RSVPs and tour bookings.

Watermark Retirement Communities

Laura Katterhenry

Director of Creative Services