Inpatient / Residential · Admissions Ops
How a Tennessee Treatment Center Tripled Its Paid Media Close Rate and Cut Missed Calls to 1%
A full Dazos CRM optimization and admissions workflow overhaul that transformed a disconnected intake process into a unified, performance-driven system in two months.
TL;DR
The Short Version
The Problem
- Already running on Dazos but not getting full value from the platform
- Disconnected systems between CRM, call tracking, and EMR creating data gaps
- 15% missed call rate and slow follow-up on paid media leads costing admissions
The Strategy
- Full Dazos CRM optimization — 360+ fields arranged, 37 new objects created
- Integrated CallTrackingMetrics and Kipu EMR into Dazos for unified data flow
- Built 114 custom reports, 6 dashboards, and 44 live automations
The Result
- Paid media close rate went from 17% to 64% — a 3x improvement in two months
- Missed call rate dropped from 15% to 1% through routing fix in CallTrackingMetrics
- Leadership gained real-time visibility across all facilities and channels
The Challenge
Already on the Right Platform — But Not Getting the Results
This Tennessee treatment facility was already running Dazos when they came to us. The platform was in place — but it wasn't configured to match how their admissions team actually worked. Fields were unmapped, systems weren't talking to each other, and the data flowing into Dazos was inconsistent enough that leadership couldn't trust the numbers they were seeing.
On the call side, a misconfigured routing setup in CallTrackingMetrics meant 15% of inbound calls were going unanswered. For a facility spending on paid media to drive that call volume, missed calls weren't just a service issue — they were a direct revenue leak.
- Starting Point
- 17% PPC close rate paid media leads not converting at a viable rate
- 15% missed call rate routing misconfiguration losing inbound leads
- Disconnected data systems CRM, call tracking, and EMR not integrated
Core Problems
15% Missed Call RateRouting misconfiguration in CallTrackingMetrics meant nearly 1 in 6 inbound calls was going unanswered
Disconnected SystemsDazos, CallTrackingMetrics, and Kipu EMR were not integrated — data lived in silos and couldn't be actioned
Duplicate Leads and Bad DataInconsistent data entry and a duplication issue were distorting rep performance metrics and intake reporting
No Real-Time VisibilityLeadership had limited insight into rep performance, referral sources, or how paid media leads were converting
The Strategy
Unlock the Platform That Was Already There
The facility didn't need a new CRM. They needed their existing one configured to match how their team worked — and integrated with the tools around it. Our AdmissionOps team executed a full Dazos optimization alongside targeted fixes to CallTrackingMetrics and a complete Kipu EMR mapping to bring the entire admissions system into alignment.
01
Full Dazos CRM Configuration
We completed a ground-up optimization of the Dazos instance — arranging and creating 360+ fields and 37 new objects across all key modules including Leads, Opportunities, Accounts, Outbound Referrals, Referral Sources, VOBs, and Call Logs. The Call Logs module had been previously unmapped and nonfunctional. We rebuilt it from scratch and integrated CallTrackingMetrics call scripts directly into Intake Opportunities, giving reps a guided, consistent intake workflow inside the CRM.
02
System Integration — Kipu EMR and CallTrackingMetrics
Neither Kipu nor CallTrackingMetrics were properly mapped into Dazos when we started. We fully integrated both — resolving the Kipu EMR account mapping that had no prior field configuration, and fixing the CallTrackingMetrics routing setup that was responsible for the 15% missed call rate. Once routing was corrected, missed calls dropped to 1% within the same month.
03
Reporting, Dashboards, and Automation
We built 114 custom reports covering intake opportunities, call logs, and leads — and stood up 6 live dashboards including a Manager Dashboard, Paid Digital Media Metrics, Agent Performance, and an All Digital by Facility view. We also deployed 44 automations across intake, VOB, account, and lead workflows to reduce manual steps, speed up follow-up, and eliminate the gaps where leads were previously falling through.
What We Did
Execution Across Every Layer
Dazos CRM Optimization
- 360+ fields arranged and 37 new fields created across all modules
- Call Logs module rebuilt and mapped from a previously nonfunctional state
- Duplicate lead issue identified and resolved at the routing level
System Integrations
- Kipu EMR fully mapped into Dazos — no prior field configuration existed
- CallTrackingMetrics integrated and routing logic corrected
- Call scripts deployed into Intake Opportunities for guided rep workflows
Reporting & Dashboards
- 114 custom reports built across intake opportunities, call logs, and leads
- 6 live dashboards giving leadership real-time visibility by facility and channel
- Agent Performance dashboard enabling rep-level accountability
Workflow Automation
- 44 automations deployed across intake, VOB, account, and lead modules
- Automated follow-up sequences reducing response time on paid media leads
- Verification and referral workflows streamlined to reduce manual steps
The Results
17% to 64% Close Rate. 15% to 1% Missed Calls. Two Months.
PPC Close Rate
64%
Up from 17% at start of engagement — a 3x improvement in two months
Missed Call Rate
1%
Down from 15% — nearly eliminated through a targeted routing fix
Custom Reports Built
114
Reports and dashboards giving leadership full funnel visibility across all facilities
Operational Improvements
- Missed call rate reduced from 15% to 1% in the same month routing was fixed
- Admissions reps gained a cleaner, faster interface with guided intake scripts
- Duplicate lead issue eliminated — data entering Dazos is now clean and consistent
Performance Outcomes
- PPC close rate: 17% in August → 23% in September → 64% in October
- Leadership gained real-time visibility across facilities, reps, and channels
- 44 automations reduced manual follow-up and sped up the intake cycle
Performance Breakdown
Before and After
Two months of AdmissionOps execution produced measurable improvements at every stage — from the first inbound call to the final close.
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Why This Engagement Outperformed
01
The Platform Was Already There — It Just Needed Configuration
Most facilities that struggle with Dazos don't have a platform problem. They have a configuration problem. Fields unmapped, modules ignored, integrations never completed. Our AdmissionOps team knows Dazos deeply enough to take an underperforming instance and rebuild it around how an admissions team actually operates — not how the software ships by default.
02
Fixing Missed Calls Was the Fastest Win
A 15% missed call rate on paid media traffic isn't a CRM problem — it's a routing problem. But it was costing the facility a meaningful percentage of its inbound lead volume every single month. Correcting the CallTrackingMetrics configuration took days. The missed call rate dropped to 1% in the same month the fix was made. That kind of immediate win creates the trust and momentum that drives the rest of the engagement.
03
Automation Closed the Gaps Where Leads Were Falling Through
The 44 automations we deployed weren't just efficiency tools — they were revenue recovery. Every lead that previously sat in a queue waiting for manual follow-up now moved through a defined workflow automatically. Faster follow-up on paid media leads is one of the most direct levers for close rate improvement, and the PPC numbers over three months confirmed it.
04
Visibility Changed How Leadership Made Decisions
Before this engagement, leadership was making admissions decisions without reliable data. After — with 114 reports and 6 dashboards live — they could see rep performance, paid media conversion rates, referral source quality, and facility-level results in real time. That visibility didn't just improve reporting. It changed how the facility managed its admissions team day to day.
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