CallTrackingMetrics Case Study: Griswold HOME CARE
Company Size
1,000+
Region
- America
Country
- United States
Product
- CallTrackingMetrics
Tech Stack
- AI tool
- Contact center tools
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Data Science Services
- Training
About The Customer
Griswold Home Care is a nationwide franchise that provides in-home care services. Founded by the late Jean Griswold in 1982, it is the oldest non-medical home care franchise organization in the country. Operating in a growing industry with many respected competitors, Griswold has a unique position and understanding of the business of compassionate care at a deeper level. Built upon the timeless values of compassion and care, Griswold Home Care now operates across 30 states, touching more than 100,000 families. The company is unique as the category pioneer and has a deep understanding of the business of compassionate care.
The Challenge
Griswold Home Care, a nationwide franchise that provides in-home care services, was seeking a solution to better understand the full journey of a lead within their sales funnel. They wanted to establish a return on investment for their marketing efforts, which they aimed to do by assigning designated tracking numbers for each of their 200+ locations. The goal was to associate each call with a marketing activity and start the process of analyzing how many unique calls they were getting and how that sales activity translated to their overall growth. They also wanted to observe their nationwide PPC and major advertising campaigns and adjust their strategy accordingly.
The Solution
Griswold Home Care partnered with CallTrackingMetrics to better understand the full journey of a lead within their sales funnel. They assigned designated tracking numbers for each of their 200+ locations, which allowed them to associate each call with a marketing activity and start the process of analyzing how many unique calls they were getting and how that sales activity translated to their overall growth. They also leveraged the CallTrackingMetrics platform for more than marketing attribution. With contact center tools built right into the platform, they now use call recordings and transcriptions to train new employees and control quality across their corporate offices. They recently started flagging calls based on keywords spoken using CTM’s AI tool in order to rate and analyze their customer conversations.
Operational Impact
Quantitative Benefit
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