Rebuilding client intake for a growing practice.
How Serenity Behavioral Health Services moved intake for four locations off printouts and email threads into EDAP, a platform where every inquiry has an owner, a history and a next step.
About the client
Serenity Behavioral Health Services serves central Ohio from four locations: Columbus, Dublin and two in Westerville. Clinicians provide individual, couples, family and group therapy alongside psychiatric services, for clients aged six and up, in person and via telehealth.
The practice built its reputation on responsiveness: new clients are promised contact within two to four days, and Serenity reports a 95% client approval rating. As it grew across four sites and a larger clinical team, the systems behind that promise had not kept pace.
The challenge
Intake began well, with an online form collecting what the team needed. Everything after that happened outside any system: submissions were printed, annotated by hand, and worked through email threads in individual inboxes. For an estimated 100+ inquiries a month across four locations, that created four compounding problems.
No single source of truth. A submission’s history lived in scattered email chains. “Where is this one at?” meant asking around.
No clear ownership. Submissions could be worked twice or quietly fall through, with no way to spot an inquiry nobody had picked up.
Manual therapist matching. Confirming capacity meant checking elsewhere, and reassignments left no record of what the client originally asked for.
No visibility into performance. A public two-to-four-day contact promise, and no way to measure it, see where inquiries stalled, or which therapists and locations carried the load.
What we built
EDAP, a forms and intake management platform built specifically around how Serenity works.
Embedded forms, unchanged client experience
Forms embed in Serenity’s own site. New-client intake with conditional logic for insurance, location and age; group sign-ups with capacity limits and automatic waitlists.
A workflow layer where there wasn’t one
Every submission carries a status, an assigned intake manager, a comment thread and a full activity log. Contact attempts are recorded with method and time.
Therapist matching with context
Preferred therapist auto-populates; accepting status, availability, locations and specialties show inline. The original request is always kept alongside the reason for any change.
Reporting the practice never had
Response time against their own commitment, where submissions stall, demand versus capacity by therapist and location, group fill rates and waitlist depth.
Designed for the people using it
The team asked for obvious, not trendy: plain language, large touch targets, high contrast, one task per screen. Adoption needed a single walkthrough.
Compliance from the start
Role-based access control, access logging, session timeouts, retention controls, and no client information in email notifications.
Project results
Operational efficiency
Intake moved off paper entirely. An estimated 3 to 4 hours a week of printing, filing and chasing threads went back to client-facing work. Time from submission to first contact fell from an estimated 4 to 5 days to under 24 hours.
Enhanced client support
Every inquiry has an owner and a visible next step. Submissions with no recorded contact surface automatically. Clients whose preferred therapist is unavailable are re-matched in a day rather than a week.
Improved strategic insight
For the first time Serenity can see which therapists and locations are oversubscribed, how often preferred matches succeed, and which groups overflow, so hiring and scheduling decisions are data-informed.
A foundation for growth
EDAP was built to extend. New form types, additional locations and further modules can be added without rebuilding, so intake scales with the practice instead of constraining it.
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