Case Study: St. Joseph Health achieves real-time personalized, consistent call center experiences with Tealium

Deliver a Personalized and Consistent Call Center Experience for Patients By Pairing Online and Offline Data Together

Providence St. Joseph Health, a large U.S. healthcare system with over 119,000 caregivers across 51 hospitals and 800+ clinics, needed to improve its call center experience for an average of 150,000 calls per month. The organization struggled with siloed online and offline data, making it hard to identify callers across channels and deliver a consistent, personalized patient experience.

Providence paired its CRM with Tealium and a call-tracking provider to link anonymous web sessions to unique phone numbers and push real-time caller context to agents via screen pop-ups. The solution gave agents immediate visibility into a caller’s recent digital activity (ads, pages visited, campaign source), enabling faster, more solution-focused conversations, consistent personalization at scale, and a foundation for 360° patient profiles, better measurement, deduplication, and more targeted outreach.

St. Joseph Health

Madelyn Mills

Director, Marketing Platforms & Analytics, Providence