In our lives, from time to time, we face life-defining moments, decisions that can completely change our futures. For those battling addiction, one of those moments is when they reach out for help.
In a moment like that, facing a whirl of emotions, support is critical; more than ever, patients need reassurance, advice, and answers. That’s where American Addiction Centers (AAC) comes in.
AAC helps 12,000 people a year get treated for addiction. They field 27,000 calls a month from people seeking help. They support 15,000 alumni of the program to stay on track with their recovery. They run one of the largest and most extensive networks in the country, operating 12 inpatient facilities. From the first phone call, they stand side-by-side with their clients to empower them, along with their families and communities, to start on the road to recovery and provide support throughout the journey.
That’s a lot to manage but AAC ensures that no patient falls through the cracks before, during, or after treatment. How? They coordinate care and support on Salesforce Service Cloud.
Everything from admissions and referrals to risk assessments and treatment availability all the way to post-treatment alumni outreach and engagement, it’s all managed through Salesforce. Director of Call Center Operations, Leslie Starks, put it like this:
“We live and breathe Salesforce because it powers personalized treatment, which in turn helps us build trusted relationships with our clients. It helps us see the complete picture: our clients, their history with AAC, and all the factors in their lives that can impact a successful recovery.”
Leslie stresses how critical trust, communication, and reliability are to treating addiction. Building a relationship around those priorities starts in the AAC call center, the nerve center of their operation. It is where they receive all client calls and referrals. The goal is to make sure clients get treatment as quickly as possible. But to get folks the help they need when they need it, the AAC care team needs to have real-time visibility into a patient’s needs. With Salesforce, they’re able to assess a patient’s needs in minutes – what kind of treatment they need, for how long – and determine bed availability, insurance coverage, and transportation costs. That makes a big difference, Leslie told me, because the ability to address questions quickly and confidently can mean getting someone into treatment or not:
“The first steps to get help can be overwhelming. Clients are not sure what resources are available to them or whether they have the means to pay for the help they need. At AAC, we’re able to reassure our clients and answer their questions because we’re equipped with all the information we need at our fingertips. If we can’t take their insurance, we’ll find someone who can.”
AAC measures their success in rescues – how many lives they’ve helped realize a different future. Since using Salesforce, the call center has tripled their daily admissions. And that means more people rescued, more people making defining decisions.
If you want to learn more about how American Addiction Centers uses Salesforce to create life-changing moments like these, tune into our on-demand webinar!