Invoca for Healthcare:
Customer Wins and Results
Leading providers use Invoca for Healthcare to provide more empathetic patient-first experiences, improve access to care, and optimize marketing and contact center operations to increase patient acquisition while reducing costs.
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HOSPITAL SYSTEM
University Hospitals
Implementing Invoca at University Hospitals was one of the biggest wins of our department and it gave us the data needed to significantly improve performance.”
Matthew Eaves
Vice President
Digital Marketing
Next Customer Results
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THE STORY
THE RESULTS
University Hospitals’ goal is to create a more seamless journey for patients, from the moment they start researching symptoms or doctors through billing and follow-up care. They use Invoca for Healthcare to greatly improve the patient experience when they call to make appointments, optimize marketing to drive more high-value appointment calls, and provide more effective and consistent messaging across the board. Invoca even helped them discover call experience issues they didn’t know were occurring—resulting in a dramatic increase in appointment conversion rates.
580%
increase in appointments scheduled
300%
increase in conversion rate
50%
reduction in total call duration
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Healthcare System
Banner Health
Invoca has been a game-changer for our team. It allows us to maximize one of our most valuable resources: our marketing dollars.”
Chris Pace
Chief Digital Marketing Officer
Banner Health is one of the largest nonprofit healthcare systems in the country. They use Invoca to see how many appointment calls each marketing campaign drives to track their true ROI. This allows them to double down on what’s working and cut spend on underperforming campaigns. They also use Invoca to segment audiences, including: loyal patients, patients who visit intermittently, and new patients. This helps to inform their bidding strategy — for instance, they can increase bids on new patients to prioritize acquisition and reduce bids on loyal patients who are likely to return.
74%
decrease in patient acquisition cost
597%
decrease in CPA from social media campaigns
13%
decrease in CPA
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ALL DEPARTMENTS
Orthopedics Department
Neurology Department
increase in appointment calls
23%
increase in phone call conversion rate
35%
Hearing Aid Solutions, Retail
Amplifon-Miracle-Ear
Invoca is a very powerful tool that can be the linchpin for your entire data structure and digital strategy.”
VP of Marketing
Amplifon Americas
Miracle-Ear brings hearing aid technology to those with hearing loss through over 1,500 franchise and corporate-owned locations across the U.S. They use Invoca for Healthcare to drive more leads to franchisees and increase contact center efficiency. Using Invoca’s AI-powered conversation intelligence, Miracle-Ear was able to reduce contact center costs, improve efficiency, and achieve a double-digit improvement in digital marketing performance within three months.
15%
increase in contact center efficiency
16%
media efficiency improvement
65%
reduction in spam calls
IN-HOME CARE
Comfort Keepers
Thanks to Invoca’s AI and call tracking data, we are driving more sales opportunities and caregivers to our franchisee network. It’s been transformative to our business.”
Bryan Huber
Worldwide Vice President
Comfort Keepers is a leading provider of in-home care for seniors, with over 650 franchisee locations in the U.S. To be successful, franchisees rely on the Comfort Keepers marketing team to deliver not just a steady stream of new sales opportunities but also qualified job applicants. With Invoca AI-powered conversation intelligence, Comfort Keepers increased phone sales conversions, drove more high-value calls to franchisees, and decreased their acquisition costs.
20%
increase in sales inquiries from paid search
increase in phone sales conversions from paid search
59%
increase in annual call volume from Google Ads
lower overall cost-per-call
Health Insurance
CHRISTUS Health Plan
Invoca has removed the heavy lifting from quality assurance. I now spend 50% less time scoring phone calls — it’s been a tremendous help. I can’t imagine going back to the way we were doing things before.”
Sherita Vance
Broker Support Specialist
CHRISTUS Health Plan offers Medicare Advantage and Health Insurance Exchange (HIX) plans. The contact center team uses Invoca to automatically score agent performance on calls. With Invoca’s insights, managers have a clear picture of exactly which areas each agent needs to improve, which has made preparing for coaching sessions easier and improved the quality of feedback. And, with all of the time savings from automating call scoring, managers now have more bandwidth to train agents to better serve patients.
time savings on call quality assurance
Cancer treatment
City of Hope
If we didn’t have Invoca, our journey towards making our business more efficient would've been much, much harder. Invoca has helped us understand which channels and campaigns are most effective at driving patients through the funnel.”
Ivan Stamenov
Head of Marketing, Performance Media & Analytics
City of Hope is one of the largest cancer research and treatment organizations in the U.S. and one of the leading research centers for diabetes and other life-threatening illnesses. They use Invoca to get attribution for the phone calls their TV and digital ads drive. This helps them ensure every physician and hospital is receiving the right volume of leads. In addition, Invoca collaborates closely with City of Hope’s marketing agency, Merkle, to help them drive more phone leads at a lower cost and optimize their media mix.
66%
Decrease in CPA
Dental services
1st Family Dental
I chose Invoca because they are the only solution that provides the data, technology, and expertise we need for new patient calls. Invoca is more than a technology provider — they are a true partner whose people work with me regularly to ensure our success. We’re extremely happy with the service and results.”
Vicky Khawaja
Director of Sales and Marketing
1st Family Dental is Illinois’ leading dental services provider, with 14 locations across the state. They offer a full range of general, specialty dental, and orthodontic services for the whole family. To generate appointments from new patients, 1st Family Dental runs a full range of online and offline advertising programs, from Google and Facebook ads to billboards and postcards to affiliate marketing like 1-800-Dentist. 1st Family Dental uses Invoca conversation intelligence to drive more new patient calls, improve call center experiences, and coach agents to improve close rates.
32%
decrease in cost per phone lead
42%
more calls converted to new patient appointments
Improved
agent coaching
behavioral healthcare
Acadia Healthcare
We can now make changes to campaigns, like changing the routing number for a facility, within minutes instead of hours or days.”
Ryan Beagan
Senior Vice President of Marketing and Communications
Acadia Healthcare is one of the largest providers of behavioral healthcare services in the world, operating treatment facilities in nearly 600 cities throughout the United States, Puerto Rico, and the United Kingdom. Acadia Healthcare uses the Invoca platform to deliver the marketing intelligence they need to optimize paid search, increase call volume and quality, and improve conversion rates and marketing ROI. All while reducing dedicated resources and without calling in the data scientists.
25%
increase in call volume
5%
increase in margins, driving millions in revenue
7%
Increase in admissions
Retirement, assisted living, memory care
Spectrum Retirement Communities
We had to shift our messaging from how we enhance our residents’ lives to how we keep them safe. And we had to keep families informed. We were able to do those things effectively with help from Invoca.”
Shannon Johnson
Director of Marketing Operations
Spectrum Retirement Communities, LLC, is a leading operator of retirement, assisted living, and memory care communities, with 48 locations in 10 states. The company’s mission is simple: to create communities where seniors thrive. Spectrum Retirement uses Invoca to optimize its marketing and messaging—which became especially critical when the pandemic hit. Invoca enabled Spectrum Retirement to meet the COVID-19 crisis head-on with a response plan that was implemented in just 30 days — helping to keep people safe and informed and earning praise from residents and their families.
16,000+
COVID-19-related calls routed through Invoca
160
positive customer reviews over six months
reduction in resident turnover
