The Banyan Treatment Center network has grown steadily since its founding in 2014, now spanning 16 facilities across the U.S, offering a wide range of inpatient and outpatient treatment options.
As Banyan grew, so did its needs for software solutions as integrating cutting-edge technology with top-notch care is a must to scale and achieve positive treatment outcomes in the healthcare industry.
Striving to meet a national crisis in behavioral health demands, Banyan needed to manage upwards of 20,000 calls a month without sacrificing quality or responsiveness— including tracking a wide range and high volume of marketing campaigns simultaneously.
Marketing Success
According to Theresa Lithgow, Banyan Treatment Centers’ Admissions Manager, the issue that need to solve was marketing brings in all the inquiries you were hoping for, but you’re not prepared with a call management system to keep everyone—including new clients and your administrators— organized and effective.
Among the issues that needed to be addressed were who is coordinating these inquiries and sorting out duplicates, false alarms, or routine inquiries; what happens when that caller in crisis accidentally gets redirected to billing; and who’s picking up the phone when a colleague is out of office.
Getting a Handle on Calls
These were issue was plaguing Banyan. Despite their continued growth, there was plenty of room to organize further – and the need was getting dire while their teams fielded thousands of phone calls a month across multiple teams and facilities.
Banyan’s goal was to find an all-in-one software provider that would improve response times, get better visibility into call performance across the entire organization, and help administrators and call agents manage inquiries more effectively.
To achieve this, they chose CallTrackingMetrics (CTM), a conversation analytics leader who had previous experience with by behavioral health organizations. The platform helps providers track leads, make data-driven decisions, and engage patients across the recovery journey. With HIPAA-compliant, AI-powered tools—including AskAI and VoiceAI—teams can streamline lead management, enhance outreach, and deliver personalized care at scale.
Improve Call Response Times
By choosing CTM and its Salesforce integration, Banyan’s teams are able to gather crucial information for intake and treatment right away, all while still managing high call volumes and continuing to achieve a top goal when they adopted CTM: Improving call response times.
Call tracking and conversation analytics integration enabled Banyan’s teams to boost efficiency. They are now able to streamline workflows between two systems that work synchronously manage calls, track leads, and document interactions and access call scripts and update and manage contacts
“Consolidating so much crucial client information and employee tasks into one place allows our many teams to stay focused on their core mission: helping patients and families,” said Lithgow.
Call Performance Visibility
Banyan officials sought a solution that would not only work for marketing attribution and call management, but team management and data reporting. The centers have deployed CTM’s Real-Time Agent Reporting, along with CTM’s tracking and reporting tools, for enhanced reporting and data insights. Together, these tools provide managers real-time insight into:
– Call center performance
– Client demographics
– Overall engagement trends
Banyan maximizes its use of CTM’s management support tools to coach and monitor its teams and streamline workflows— underperformance at a behavioral healthcare center could pose a literal barrier to much-needed care. This way, the team’s abilities are sharpened in lock step with the network’s growth.
For measuring wider visibility into call performance (not team performance), Banyan uses CTM’s enhanced reporting and data insights for another layer of visibility into network-wide data. This allows for a full picture of client demographics that enables better targeting to connect with clients in need; identifying trends quickly helps Banyan optimize their marketing quickly to remain a leader in the industry; and have a holistic view of these (many) moving parts through real-time reports and data insights that allows Banyan – Healthcare to provide meet the need of their clients.
Manage Inquiries More Effectively
Despite their continued growth, there was plenty of room to organize further – and the need was only growing while their teams fielded thousands of phone calls a month across multiple teams and facilities. That’s where one of CTM’s foundational tools came to the rescue: Interactive Voice Response (IVR).
CTM has spent years building up its IVR options to be highly flexible and customizable. With CTM’s IVR, callers can interact with a menu using either voice commands or keypresses. IVRs are useful to any organization in streamlining calls, but managing incoming questions, potential clients, and family inquiries takes on fresh urgency in the behavioral healthcare industry
They may wait in customized queues if things are busy, or easily route themselves by following menu options until they reach the correct department.
Because it’s so highly customizable, any facility in the Banyan network can create an IVR that works for their location, clinicians, and treatment programs. Whether used by clients trying to reach their counselors in a moment of crisis or family members assembling program information, IVRs help callers quickly navigate the network to reach the right person at the right desk and get the information – or help – they need.
Banyan and CTM has been able to develop a routing system that can be replicated and personalized for each of their facilities. It’s flexible enough to add new options and call routes as Banyan scales, and streamlined enough to help quickly direct thousands of callers to the right place, perfect for a growing network.
