Case Study
Case study: building a treatment center admissions technology stack
Disconnected tools, a phone system here, a CRM there, spreadsheets between, were costing a center its funnel. Here is the stack build that connected marketing dollar to admitted patient.
Written by Jim Malcom, Founder, Crucial Consultants · Updated August 2026
The Problem
Tools that never talked
The center owned decent software and got little from it: a phone system with no tracking, a CRM used as a rolodex, VOBs managed by text message, and reporting assembled by hand monthly, stale before anyone read it. Every handoff between tools was a place leads silently died, and no one could follow an inquiry end to end.
The Architecture
Four layers, one system
| Layer | Platform | Role |
|---|---|---|
| Call | CallTrackingMetrics | Numbers, DNI, routing, recording, scoring |
| CRM | Dazos | Pipeline, VOB triggers, cadences, source of truth |
| AI | CTM VoiceAI + ElevenLabs | Overflow and after-hours coverage, logged like reps |
| Reporting | Dazos IQ dashboard | Funnel, per-rep, and cost-per-admit views, live |
- →Integration spine: every call created or updated a Dazos record with source, recording, and disposition
- →Workflow automation: completed intakes auto-triggered VOB tasks; missed calls fired text-back and callback tasks
- →Attribution loop: VOB and admit events flowed back to ad platforms as offline conversions
The Result
A funnel you can actually see
The operational change was immediate: leads stopped dying in handoffs because the handoffs became automated, after-hours calls started converting because the AI layer answered them, and the monthly spreadsheet ritual was replaced by a live dashboard leadership actually used. Strategically, the center gained the thing most competitors lack: a single connected view from marketing dollar to admitted patient, the foundation every other improvement builds on.
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Questions, answered.
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