CUSTOMER STORY
How The Summit consolidated five systems into one.
Peter Erickson’s team opened new lead sources, nearly doubled lead volume, and cut work-hours response time from days to under an hour.
CENTRAL VALLEY, CA · 5 LOCATIONS · PROMPT · CUSTOMER SINCE OCTOBER 2024
5 → 1
systems consolidated
2×
lead volume
<60 min
response time
IN THIS STORY
Inbox
Every channel in one place
Petey
Answers calls 24/7
Marketing Automation
Campaigns that bring patients back
Peter Erickson
General Manager
THE CHALLENGE
More tech than teammates.
Before Second Door, The Summit ran patient communication across phone, fax, email, texting, socials, the EMR and a separate patient tracker. Each one had its own queue, its own login and its own data. Every new patient meant entering the same name, address and phone number five times.
The problem wasn’t the team. It was the architecture: too many handoffs, and too many ways for a patient to disappear between the inquiry and the first appointment.
THE SOLUTION
One front door, with Petey as backup.
Second Door brought every channel into one Inbox. Peter’s team opened new lead sources (Marketing Automation campaigns, online scheduling and SMS), and lead volume nearly doubled.
When the team can’t be on the line, on Sunday afternoons, after hours or with two calls at once, Petey backs them up. During onboarding, The Summit watched Petey take two calls at the same time without skipping a detail.
“If you want to ride a Greyhound bus, by all means—but this is a private jet.”
PETER ERICKSON, GENERAL MANAGER
THE IMPACT
Five systems are now one.
Lead volume has nearly doubled. Response time during work hours is under an hour and dropping toward 15 minutes. Petey takes the calls the team would have missed.
In California, one of the toughest reimbursement environments in the country, visibility into payer mix lets the practice steer toward the contracts that keep care sustainable.
IN THEIR WORDS
Peter Erickson · General Manager, The Summit Physical Therapy
MORE CUSTOMER STORIES
