An AI workflow that ingests data from four sources, surfaces which accounts need intervention and why, and delivers a prioritized action plan plus personalized outreach to a CSM's inbox — weekly, at scale.
Every week, CSMs managing 30–60 districts need to know: who needs a call, who needs an email, who needs escalating — and why. Pulling that signal from four separate systems, then drafting personalized outreach for each district, was taking half a day.
The CS Intelligence & Outreach System runs the full weekly workflow in one session: multi-source data triage, behavioral prioritization, call vs. email routing, personalized Gmail drafts, and structured escalations — in about 15 minutes per CSM.
Across 170+ contracted districts, referral activity was tracked, triggers were firing, and the data existed to know exactly which accounts needed attention. The problem was synthesis — turning four systems worth of signal into a prioritized weekly action plan, district by district, fast enough to actually be useful.
Intelligence first, execution second. Every part of this system traces back to one question: does this remove a step from the CSM's week or make the outreach more likely to land?
The system ingests data from four live sources, applies consistent triage and routing logic, and produces a complete weekly plan — who to call, what to say, which districts to escalate, and personalized drafts for everyone else.
How many calls can you take this week? Sets the call routing ceiling.
One line per district: contacts, last Gong call, referral trend, and flags surfaced automatically.
"Anything I should know before we go?" — CSM adds nuance the data doesn't have.
Auto-routed based on trigger type, market tier, and lapse severity. Tier 1 CA, NC, VA, GA districts with critical lapses always go to the call list first.
CSM confirms or unchecks. Full control before anything is sent.
One card per district. Talking points, Gong summary, open questions, resource link. Tappable Prev/Next during calls.
Personalized outreach with the right contacts, the right messaging angle, and the right resource — ready for CSM review.
What got done, what got flagged. One-click Slack handoff to AM or leadership for stuck districts.
A CSM pastes their triggered district list. The system scans four data sources, surfaces behavioral context per district, routes each one to the right intervention, and builds the outreach.
| Trigger | Primary angle |
|---|---|
| First parent direct referral | "Families connected this way get into care faster" |
| Early lapse | "Most families who receive a link start services" |
| Critical lapse | Gong-informed: "We haven't connected in a while" |
| Underperforming | "Districts that send consistently see higher acceptance" |
| Reactivated | "Two in a row matters more than the first one" |
| Summer lead needed | "Families who connect over summer don't fall through the cracks" |
Multi-contact districts hear from us through the right relationship. Contract-type-specific resources land in the right inboxes. New CSMs ramp faster because the workflow carries the institutional knowledge.
Daybreak Health · 2025–Present