How CallTrackingMetrics Helps Banyan Treatment Centers Grow, Scale, and Provide Care

Find out how an all-in-one call tracking, marketing attribution, and conversation intelligence platform helps Banyan Treatment Centers steadily scale operations and streamline client care.

Featuring Banyan Healthcare, the Premier Nationwide Care Provider from Inpatient to Telehealth 

Overview

Banyan Treatment Centers are today’s premier destinations for behavioral healthcare treatment. The Banyan Treatment Center network spans 16 facilities across the U.S. and offers a wide range of inpatient and outpatient treatment options. Today, Banyan is scaling fast, right alongside the growing need for behavioral healthcare services nationwide.

CallTrackingMetrics (CTM)  is a known leader in the behavioral healthcare software market. As a fully HIPAA-compliant call tracking, conversation intelligence, and marketing attribution software solution, CTM partners with nearly 1,000 clients in the behavioral healthcare space to help facilitate life-saving treatments with cutting-edge technology.

Banyan Treatment Centers Quick Facts

Software to Help You Scale

The Banyan Treatment Center network has grown steadily since its founding in  2014. As Banyan grew, so did its needs for software solutions that could streamline intake and management for new and existing clients. 

To stay competitive in the healthcare industry, integrating cutting-edge technology with top-notch care is a must to scale and achieve positive treatment outcomes. 

In fact, according to Kipu’s State of Behavioral Healthcare Report 2025, “68% of clinicians report that technology positively influences their ability to connect with patients.” Which is why, in 2015, Banyan went to market for a new call management solution to help them connect with patients quickly and reliably.

Banyan’s goal was to find an all-in-one software provider capable of: 

• Streamlining and centralizing their call operations to improve response times
• Managing calls, data, and attribution across multiple facilities
• Tracking a wide range and high volume of marketing campaigns simultaneously 
• Helping administrators and call agents manage inquiries more effectively
• Providing better visibility into call performance across the entire organization

CallTrackingMetrics was ready with: 

• Flexible and custom solutions for routing callers, automating callbacks, and streamlining response workflows
• Enhanced reporting and data insights to help admins pinpoint opportunities for growth in their operations
• Real time agent reporting for managers to monitor and evaluate performance in real time, coach teams more effectively, and track productivity 

Now, Banyan Treatment Centers are poised to scale even faster. Let’s see which goals Banyan set for themselves, and the CTM tools they are leveraging to achieve those goals…

Goal 1: Improve call response times 

“CallTrackingMetrics has been instrumental in helping us manage our high call volume with efficiency and precision.”

With 16 facilities and a national crisis in behavioral health demands, Banyan needed to manage upwards of 20,000 calls a month without sacrificing quality or responsiveness. 

According to Theresa Lithgow, Banyan Treatment Centers’ Admissions Manager, CTM’s platform enabled Banyan to: 

• Significantly increase the volume of calls facilities could manage without sacrificing quality or responsiveness. 
• Meet increasing demand while maintaining a high standard of service for everyone reaching out.

One of the tools proving crucial to Banyan’s continued ability to scale and achieve the above is CTM’s Salesforce integration. 

“Integrating CallTrackingMetrics with Salesforce has been a major win for our team,” Lithgow tells us. 

This is because CTM’s robust Salesforce integration allows admissions teams to accomplish multiple goals without too much tech stack juggling.

Results

By integrating call tracking, conversation analytics, and the world’s #1 CRM, Banyan’s teams have experienced a boost in efficiency.  They are now able to: 

• Streamline workflows between two systems that work synchronously 
• Manage calls, track leads, and document interactions 
• Access call scripts and update and manage contacts

All in one place!

Consolidating so much crucial client information and employee tasks into one place allows Banyan’s many teams to stay focused on their core mission: helping patients and families.

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.

Goal 2: Get better visibility into call performance across the entire organization

Managing call agents across 16 facilities is not for the faint of heart. And, with many callers in crisis, ensuring that team performance matches callers’ needs and management’s expectations is key to scaling operations.

Banyan needed a solution that would not only work for marketing attribution and call management, but also team management and data reporting. But to find all that in a single tool that operates smoothly, is able to scale, and connects seamlessly with an established tech stack? 

A bit more difficult. 

Results

Real-Time Reporting for Better Team Management

Thankfully, CTM offers multiple types of reporting and analytics dashboards needed for expert call performance and smooth team management. 

For better team and call performance management, Banyan centers rely on CTM’s Real-Time Agent Reporting, along with CTM’s tracking and reporting tools, for enhanced reporting and data insights. Together, these tools bring managers real-time insight into:

• Call center performance
• Client demographics
• Overall engagement trends

For everyday management at Banyan, it’s the Real-Time Agent Reporting that gets glowing reviews. 

“It’s been a game changer for our management team,” reports Lithgow. “We get instant visibility into agent activity,  which helps us proactively manage our teams, track productivity, and monitor team performance.”

Because underperformance at a behavioral healthcare center could pose a literal barrier to much-needed care, identifying areas for coaching and support throughout the work week – and even on a daily basis –  is needed not just for business growth, but for client health as well. 

This is why Banyan maximizes its use of CTM’s management support tools to coach and monitor its teams and streamline workflows. This way, the team’s abilities are sharpened in lock step with the network’s growth.

Improved Data & Reporting

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.

Using CTM’s advanced reporting and tracking capabilities, Banyan can get a full picture of:

• Client demographics → Better demographic information equals better targeting to connect with clients in need
• Overall engagement trends → Trends come and go, but identifying them quickly helps Banyan optimize their marketing quickly to remain a leader in the industry

Having a holistic view of these (many) moving parts through real-time reports and data insights is one of the ways Banyan Healthcare is able to remain competitive in their growth and offerings, as they can review data, coach teams, and optimize decision making in a flexible and informed way. 

Goal 3: Help administrators and call agents manage inquiries more effectively

This is what can happen when your robust 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. 

This 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. 

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. They may wait in customized queues if things are busy, or easily route themselves by following menu options until they reach the correct department. 

When badly organized, an IVR can “make customers feel trapped in an endless series of choices, with no clear option to speak to a human being.” And if you frustrate your callers, you frustrate your business growth. 

But when used right…

Results

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. 

Lithgow points to CTM’s customizability as a deciding factor in their continued use and development with CTM’s tools (like IVR). “CTM’s platform adapts to your needs, which has been a key factor in our success.”

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. 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. 

By working closely with CTM, Banyan 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.

Conclusion: A Trusted Partner in the Behavioral Healthcare Space with “Premier Customer Services”

Banyan chose CTM above its competitors not only for its all-in-one solution and integrations, but also for what CTM is known in the behavioral healthcare industry for: customer service. 

“One of the standout aspects of working with CTM has been their customer service. Their team is always available to answer questions, resolve any issues, and work collaboratively with us,” remarks Lithgow. 

And, when you’re coordinating the intake and treatment of thousands of clients in need, your team will also have needs. CTM is ready for them, with a dedicated support team that knows how important the work you do is. That’s why, when new facilities reach out to their professional network to find a call tracking and marketing attribution solution, CTM comes up again and again. 

Now that Banyan Treatment Centers have adopted CTM, they’re surpassing their big three goals to: 

• Improve call response times
• Get better visibility into call performance across the entire organization
• Help their administrators and call agents manage inquiries more effectively.

All while they scale, allowing them to focus on both growing their network and offering the best care possible to clients and their families in need of behavioral health treatment. 

If you’re a behavioral health center or addiction treatment facility in search of a tool trusted by other professionals in your field, capable of:

• Streamlining call management and improving response times
• Getting full visibility into call performance across your network
• Real-time reporting for better team performance and coaching

Then it’s time to see for yourself how CallTrackingMetrics can benefit your facility.

Book a demo today.