CRM is designed to help practices organize and manage everyone who interacts with the practice—not just patients. Instead of storing all records as Patients, CRM automatically categorizes contacts into different record types and allows practices to track their journey through various stages.

This makes it easier to manage patient relationships, track prospective patients, organize communications, and improve conversion rates.

CRM Record Types

CRM organizes records into four categories:

Patients

Patients are individuals who have an existing relationship with your practice, including:

• Existing patients

• New patients who have booked an appointment

How Patients are Created

• Automatically when a new patient appointment is booked

• Manually by practice staff in Adit

• Synced from your EHR/PMS

Patient Stages

Patient records progress through the following stages:

• No Appointment History - No history of past and future appointments

• Scheduled - No completed appointments, but have an appointment scheduled for the future

• Never Showed - No completed appointments, but have an appointment in that past that did not complete

• Completed - Have one completed appointment, but no history of payment

• Won - Have completed one appointment with payment done OR have completed more than one appointment

These stages help you understand where each patient is in their treatment journey.

EHR Synchronization

Patient records are fully synchronized between Adit and your EHR/PMS.

Any patient created in Adit is synced to the EHR, and any patient created in the EHR is synced to Adit. Patient counts and details remain consistent across both systems.

Detailed Explanation

You can read more about patient records in CRM here

Leads

Leads are prospective patients who contacted your practice but have not yet booked an appointment.

How Leads are Created

• Automatically through Call Intelligence

• Automatically through AI Agent interactions

• Manually by practice staff

Lead Stages

Lead records can move through the following stages:

• Open

• Not Relevant

• Lost

When a Lead books an appointment, the record is automatically converted into a Patient, and their journey continues through the Patient stages.

EHR Synchronization

Lead records exist only in Adit and are not synced to the EHR.

Detailed Explanation

You can read more about Lead records in CRM here

Contacts

Contacts are individuals or organizations that interact with your practice but are not patients or prospective patients.

Examples include:

• Vendors

• Insurance companies

• Referral partners

• Employee family members

• Other business contacts

How Contacts are Created

Contacts must be manually created or tagged by practice staff.

EHR Synchronization

Contact records exist only in Adit and are not synced to the EHR.

Detailed Explanation

You can read more about Contact records in CRM here

Unrecognized Contacts

Unrecognized Contacts are records that cannot automatically be classified as Patients, Leads, or Contacts.

Examples include:

• Spam calls

• Unknown phone numbers

• Unrecognized SMS conversations

How Unrecognized Contacts are Created

These records are automatically created by Adit when interactions occur with unknown or unclassified contacts.

They cannot be created manually.

EHR Synchronization

Unrecognized Contact records exist only in Adit and are not synced to the EHR.

Detailed Explanation

You can read more about Unrecognized Contact records in CRM here

What Changed Compared to the Old Patients Module?

Previously, all records were stored as patients, regardless of whether they were actual patients, prospective patients, vendors, or spam callers.

This created several challenges:

• No way to track prospective patients (Leads)

• No way to separate patients from vendors or other business contacts

• Spam calls created patient records

• Patient lists contained significant noise and clutter

• Difficult to identify true patient records without filtering

• Quick Actions displayed mixed record types

• No visibility into where a patient or lead was in their journey

• No ability to create targeted campaigns for Leads

• Limited visibility into communication history and follow-up activities

Benefits of CRM

CRM addresses these challenges by:

• Separating Patients, Leads, Contacts, and Unrecognized Contacts

• Tracking the lifecycle of Leads and Patients through stages

• Providing cleaner and more accurate patient data

• Enabling targeted text and email campaigns

• Improving follow-up workflows

• Centralizing communication history

• Helping practices track and improve conversion rates

By organizing records and tracking every stage of the patient journey, CRM helps practices build stronger relationships, improve operational efficiency, and increase revenue.