How Diversus Health Revolutionized its Marketing Efforts to Bring Care to Those in Need
THE CHALLENGE
Diversus Health is one of the largest mental and behavioral health care providers in Colorado and served nearly 16,000 individuals in 2021 with 450 employees. The nonprofit organization offers traditional counseling (outpatient therapy), psychiatric care, crisis mental health care, and addiction services. They are committed to providing exceptional behavioral health care to the community one patient at a time. At the end of 2019, Diversus Health, previously known as AspenPointe, began a rebranding process to better align with its mission and offerings. With a new name, visual identity, and website, it was time to take things up a notch with Salesforce. Due to the rising need for mental health services amid a pandemic, Diversus Health needed to evolve its core CRM to provide clients with a more streamlined, custom experience. Furthermore, all client data needed to be in compliance with the Health Insurance Portability and Accountability Act (HIPAA) and other legal/medical regulations.
THE SOLUTION
Sales Cloud
Marketing Cloud Account Engagement
Marketing Cloud Intelligence
Opero Fax
Integrated Call-Center App
In just 90 days, Prolocity and Diversus Health partnered to implement both Sales Cloud and Pardot (now Marketing Cloud Account Engagement), taking the customer and marketing experience to the next level. Sales Cloud provided a holistic CRM framework to manage all relationships and interactions in one place. Marketing Cloud Account Engagement enabled the team to automate marketing tasks, personalize messaging, and determine the return on investment (ROI) of campaigns.
“Salesforce has been a complete game changer and has been foundational to the success that we’ve had with this larger rebranding project.”
- Elario Rickey, Vice President of Marketing and Communication Strategy, DIVERSUS HEALTH
THE RESULTS
360° View of Data
In-Depth Reporting Functionality
Saved Timed for Team Members and Clients
More Services Available for More Residents
Lessened Application Time
Due to the virtual world brought on by COVID-19, the Salesforce platform enabled Diversus Health to adopt a majority telehealth service model. In 90 days, Prolocity completed a full Salesforce buildout. Now when a client requests help through an online form, their information becomes available, via an integrated call center application, to staff members who can schedule their first appointment. Automated messages walk clients through the steps to join online sessions and prompt them to schedule follow-up appointments. Implementing Opero Fax app has streamlined the processing of referrals from external physicians and hospitals.
To take the effectiveness of its marketing and communication programs further, Diversus Health implemented Marketing Cloud Intelligence, formerly named Datorama. With a 360-degree dashboard view across advertising, email, social, and website activity — team members are saving valuable time and are equipped to make real-time decisions leading to more impactful results. Diversus Health reported having 6,000+ new clients added over 18 months through their marketing initiatives, with an estimated 700% return on marketing investment over those same 18 months.
To learn more about the work Prolocity did with Diversus health, visit Salesforce at https://www.salesforce.org/stories/diversus-health/
