The Mission
Aspen Dental is a dental support organization with more than 1,000 locations nationwide — its mission is to bring better care to more people.
The Challenge
Before onboarding Invoca, Aspen Dental faced several challenges:
- Inability to track and optimize phone call conversions
- Lack of accurate measurement for marketing channel and campaign-level attribution
- High call wait times and inefficient call routing
- Limited insights into phone lead quality
The Solution
Getting Call Attribution for Campaigns
Aspen Dental uses Invoca to track the phone call conversions its marketing campaigns drive and make smarter optimisations to reduce cost per acquisition (CPA).
Invoca allows us to measure the marketing channels and campaigns driving conversions in our call centre. If we didn’t have this technology, we wouldn’t be able to track the entire patient journey from click to call to final conversion event. It would be a lot harder for us to provide great patient experiences.
Jigna Desai, head of digital analytics strategy at Aspen Dental
Seamlessly Integrating with Media Optimisation Tools
The Invoca platform isn’t a standalone tool — it has deep integrations with the martech tools the Aspen Dental team uses every day.
“Invoca allows us to pass real-time call conversion data into our media platforms,” said Desai. “This allows us to make in-flight bid optimisations to reduce our cost per acquisition. The integrations are seamless and the results have been amazing.”
Intelligently Routing Calls to the Best Location and Agent
The Aspen Dental team also uses Invoca to intelligently route callers to the agent best qualified to handle their inquiries.
“With Invoca, we can route calls to different IVR experiences depending on the media channels they come from. This ensures they’re quickly connected with the best possible agent, which reduces wait times and improves our conversion rates,” said Desai. “We also use Invoca to prioritise high-intent callers so they can jump the queue and get help quickly.”
Partnering with Invoca’s Knowledgable Customer Success Team
Throughout their partnership with Invoca, Aspen Dental has been impressed with Invoca’s customer success team.
The Invoca team is made up of call tracking experts. They’re eager to problem-solve and share their knowledge. They’ve helped us integrate most of our media platforms with Invoca across multiple brands.
Jigna Desai, head of digital analytics strategy at Aspen Dental
Want to learn more about Invoca? Request your demo of the platform.
