Denver-based True North Recovery Services helps people who want to completely recover from substance use disorders. Its founders believe there is no single process for helping someone through the deeply personal aspects of recovery. So, the Denver organization takes a multifaceted approach. By promoting holistic treatment, clients can explore new pathways to support their recovery.
“Recovery fails when we don’t challenge avoidance, so we work to connect someone’s mind and body to work through trauma,” says Robby Mitchell, chief operating officer for True North Recovery Services. “One way we’re different is by bringing fitness to treatment, and having it take place in a gym.”
Challenges
Until May 2025, True North used ReliaTrax EHR and HubSpot CRM. Without an integration point, True North’s admissions staff had a lot of manual hand-offs and data entry between the products. There were delays verifying a potential client’s insurance, meaning admissions staff kept callers on hold.
Another challenge: Identifying the cost per lead and whether marketing dollars were delivering quality, inbound calls. Robby says it was not only difficult for his three-person business development team to share information but also track whom they were talking to. The process and technology made it difficult, sometimes impossible, for him to see the team’s plans and pipeline.
Robby and his leadership team also struggled with evaluating the impact of True North’s referral partners because there was no means by which to identify the source of leads and conversion rates.
Solution
“In May 2025, we integrated the Alleva EMR and Dazos, so our systems could speak to each other,” recalls Robby. “In fact, we picked the Dazos CRM because it could integrate with Alleva. Although Alleva has a CRM, their strength is being a great EMR; Dazos was a fit for our admissions team.”
Along with the Dazos CRM, True North also bought Dazos iVerify, which is software for verifying benefits, creating a VOB, and pushing it directly into the CRM.
True North’s business development team, admissions group, marketing team and office manager share the CRM for different purposes but now communicate and share information digitally.
Results
According to Robby, Dazos helps his BD team communicate with each other and track whom they talk to. Through the Dazos CRM dashboard, he sees the BD team’s pipeline and plans. He and his marketing manager now have visibility into their lead generation activities, including the source and quality of leads. For example, through the Dazos CRM, Robby can see that 72 percent of his leads are now coming from organic marketing sources; he says leads used to come almost entirely by word of mouth.
“When we began using Dazos, we had two tracks of IOP and 20 IOP clients,” says Robby. “Since May 2025, we’ve doubled the number of clients and have 6 total tracks, including 2 PHP and 4 IOP.”
Reducing Negative Discharges
With Dazos CRM, True North can spot trends across its positive and negative discharges. For example, the system showed 33 percent of the facility’s negative discharges amounted to people simply walking away from the program. Robby can now analyze the reasons, which helped his clinical director reduce negative discharges to around 16 percent.
Analyzing Partners and Conversion Rates
True North uses Dazos CRM to look at relationships his facility has built for outpatient care. With this foundation, he says he can look at other markets and potentially replicate the success he’s had in Denver in less time. Robby says True North is considering expansion into up to seven other markets across the U.S.
Quantifying intakes is critically important, and Robby says Dazos tracks this and helps improve the process by which conversion happens; the facility’s conversion rate has increased to 40 percent.
Dazos tracks and displays the most fruitful lead sources and partnerships; this data indicates which partners True North ought to increase communications with. Being able to set reminders and notifications within Dazos CRM for his BD team helps him not only keep tabs on their outreach but also spur them to keep working with the best sources.
“We have to know how many people come into our program from a referral partner,” says Robby. “With Dazos, we see if a referral partner is not sending us new people; then we get in touch, find out why, and fix it.”
Setting Lead-gen Goals, Tracking Sources
Robby worked with Dazos to set goals and track progress for his team within the CRM, such as securing five new admissions per week from referral partners. He says, “As of this quarter, we are over 100 percent on attaining those goals.”
True North’s marketing leads from PPC also flow into the Dazos CRM. By way of background, True North also includes Elevate Recovery Homes and a fundraising arm. The three units share resources, including Dazos and an integration with CallTrackingMetrics, which notes the marketing channels driving phone calls to True North, Elevate Recovery Homes, and the fundraising arm.
Accelerating Intake, Maximizing Revenue
With iVerify, Robby says his organization doesn’t lose potential clients because they’re on hold while staff determine insurance. He says iVerify makes intake much faster for the 20 percent of True North’s non-Medicaid clients because staff can instantly get information for a financial agreement and handle admissions the same day, even walk-ins.
True North recently went through a Joint Commission survey to determine the facility is meeting standards. Robby notes that iVerify ensured the facility’s records were updated and “definitely improved the survey process because we automated the collection of insurance cards, policy verification, and eliminated mistakes with entering data by hand.”
As for the future, Robby says True North will look into how the facility can use the data in Dazos to negotiate payer contracts.
