American Family Care — Account Dossier

Why This Company

Fit:

• Nation's largest urgent care provider — 400+ clinics across 30+ states, 4M+ patients/year, PE-backed by Lorient Capital. HIPAA-required environment. Franchise model with centralized technology procurement — corporate mandates systems and negotiates vendor contracts, so a single deal deploys network-wide. (Franchise.org, May 2025, AFC Franchise Training & Support)

Pain:

• Phone accessibility crisis: Only 2% of callers report issue resolution. No chatbot, no live chat, no conversational AI — phone is the only real-time channel, and 64% of callers use the primary toll-free number. (PissedConsumer)
• Infrastructure ready, intelligence missing: AFC runs Zoom Phone on Lumen SD-WAN with 95% call pickup and <2% dropped calls — the pipes work. But there's zero AI routing, scheduling automation, or self-service. Front desk staff carry the entire patient intake burden while chronically understaffed. (Lumen Customer Story, Glassdoor)

Timing:

• Wholesale executive rebuild underway NOW: David Prokupek (Executive Chairman, former CEO of Ideal Image) has imported 5+ executives from his Ideal Image digital transformation team — including CTO Adam Landry with an explicit mandate to enhance "digital infrastructure, customer experience, and operational efficiency." A dedicated VP Customer Retention role was created (Aug 2025). Lorient Capital just closed an oversubscribed $500M Fund III (July 2025) and deploys its proprietary Morpheus platform to actively identify operational gaps in portfolio companies. The technology evaluation window is opening. (AFC Leadership, Crunchbase, PR Newswire)

---

Decision Makers

Adam Landry — Chief Technology Officer

Technical Evaluator / Champion

• LinkedIn: linkedin.com/in/adam-landry-4a10321
• Email: alandry@americanfamilycare.com (inferred from verified [first_initial][last] pattern — RocketReach, ZoomInfo)
• Cares about:
  • Digital transformation of multi-location consumer businesses — his entire career is this pattern: Ideal Image (150+ locations), Jackson Hewitt (6,000+ offices), Tracfone. At Ideal Image he built engineering, product, UX, data, and Salesforce teams from scratch and deployed 400+ online sales consultants with video technology. (Crunchbase, Business Observer)
  • Customer experience through technology — AFC's official bio states he "spearheaded technological advancements that enhanced digital infrastructure, customer experience, and operational efficiency" (AFC Leadership)
• Why they matter: Hired explicitly to digitally transform AFC. He is the sole technology decision maker — the former CIO (Claudius Moore) is no longer on AFC's leadership page. Landry owns the evaluation for any communications automation platform.

---

Nick Rankin — VP Customer Retention

Champion

• LinkedIn: linkedin.com/in/nickrankin
• Email: nrankin@americanfamilycare.com (inferred — RocketReach)
• Cares about:
  • Patient retention through data-driven personalization — ran CRM strategy for CVS Health's ExtraCare program (80M+ members, one of the largest CRM programs in the US). His role at AFC is brand new (Aug 2025) — he needs tools to prove the function's value. (RocketReach, Crunchbase)
  • Omnichannel patient communication — his role was announced alongside the CMO's "integrated omnichannel campaigns" initiative (PR Newswire)
• Why they matter: IntelePeer's outbound automation (appointment reminders, cancellation fill, recall campaigns, patient satisfaction surveys) directly enables his patient retention mandate. He needs wins in a brand-new function — SmartAgent deployment is one.

---

Kurt Koptish — President

Decision Maker

• LinkedIn: linkedin.com/in/kurtkoptish
• Email: kkoptish@americanfamilycare.com (inferred — RocketReach)
• Cares about:
  • Multi-site healthcare operations at scale — managed 130+ DaVita dialysis clinics ($320M revenue), led national behavioral healthcare operations at Eating Recovery Center, ran MIND 24-7 (walk-in mental health). (PR Newswire)
  • Patient access — his career pattern (MIND 24-7 was explicitly about removing mental health access barriers) and AFC's stated priority of "putting patients at the center" (PR Newswire)
• Why they matter: As President, he owns day-to-day operations of 400+ clinics — call volume, patient experience metrics, staffing challenges, and operational efficiency all flow through him.

Connection Vectors:

• U.S. Army: Koptish served as Medical Operations Officer → Dr. Bill Harding (IntelePeer Board) served as Army Reserve Military Intelligence Officer. Both Army veterans who applied military experience to healthcare careers. (PR Newswire)

---

Dan Olivier — Chief Financial Officer

Decision Maker

• LinkedIn: linkedin.com/in/dan-olivier
• Email: dolivier@americanfamilycare.com (inferred — RocketReach)
• Cares about:
  • ROI validation for PE sponsors — as CFO of Lorient Capital-backed AFC, his primary obligation is demonstrating financial returns on technology investments. His SmileDirectClub experience (supported Nasdaq IPO S-1 filing) means he understands framing operational investments for capital markets. (PR Newswire)
  • Financial transformation at multi-site franchise businesses — was CFO at Ideal Image during its digital transformation under Prokupek. He's already modeled the financial impact of this type of technology investment. (Becker's)
• Why they matter: Validates financial case for Lorient Capital. His Ideal Image experience means he's already seen how technology investments pay off in multi-location consumer businesses — he doesn't need to be convinced of the concept, just the numbers.

---

Jeremy Morgan — Chief Executive Officer

Decision Maker (Final Authority)

• LinkedIn: linkedin.com/in/jeremydmorgan
• Email: jmorgan@americanfamilycare.com (inferred — ZoomInfo, RocketReach)
• Cares about:
  • Franchise scaling with technology as competitive advantage — grew WellBiz Brands from 300 to 900 locations and $200M to $700M in revenue. Built WellBizONE, a proprietary platform with two-way texting, automated reminders, real-time self-service booking, and multi-location analytics across 900 units. Holds BS Computer Science from Duke. (PR Newswire, WellBiz Brands, WellBiz Franchise Technology)
  • Patient-centered experience — stated focus on "putting patients at the center of everything we do" (PR Newswire)
• Why they matter: Final authority on major technology investments. His CS background + WellBizONE experience means he'll engage deeply with the technology evaluation — he's not a passive CEO on technology decisions.

---

Dr. Benjamin Barlow — Chief Medical Officer

Warm Introduction Path

• LinkedIn: linkedin.com/in/dr-benjamin-barlow-b1b557141
• Email: bbarlow@afcurgentcare.com (inferred — ZoomInfo)
• Cares about:
  • Data-driven clinical quality improvement — has published on "data-driven performance improvement in the urgent care setting" (HCI Innovation Group)
  • Healthcare technology — was CMO of Experity (AFC's own EMR vendor) before returning to AFC. He understands the intersection of clinical operations and technology platforms from the vendor side. (PR Newswire)
• Why they matter: Not in the technology buying committee directly, but provides the highest-value warm introduction path. Former White House Senior Physician (served three Presidents) and U.S. Air Force Major — his clinical authority means his endorsement carries weight with the CEO and board.

Connection Vectors:

• U.S. Air Force: Barlow (USAF Major, 10+ years, White House Medical Unit, Langley AFB ER Medical Director) → Gary Starling (IntelePeer CISO, USAF, Avionics Communications, NORAD). Both USAF veterans with distinguished service records. (PR Newswire)

---

David Prokupek — Executive Chairman

Strategic Sponsor

• LinkedIn: linkedin.com/in/david-prokupek-higrowth
• Email: dprokupek@americanfamilycare.com (inferred — RocketReach)
• Cares about:
  • Digital-first franchise transformation — described Ideal Image as operating "at the speed of digital" and "at the intersection of digitally enabled healthcare and the best of direct-to-consumer brands." Deployed ~400 online sales consultants with video consultations, available 9am-9pm 7 days/week. (Business Observer)
  • Speed and rapid ROI — his hiGrowth Advisors brand operates at "the speed of now." 25+ years leading multi-unit franchise transformation, $2.5B+ in value creation across 5 exits. (hiGrowth Advisors, AFC Leadership Transition)
• Why they matter: The architect of AFC's transformation — assembled the entire executive team and imported the Ideal Image playbook. Sets strategic direction with board-level authority to sponsor major technology initiatives.

---

Entry Strategy

Recommended Entry Point: Adam Landry (CTO)

Landry was hired explicitly to digitally transform AFC — he is the mandate personified. He executed exactly this type of transformation at Ideal Image, building engineering teams and deploying technology across a multi-location healthcare business. (Crunchbase) With the former CIO no longer on AFC's leadership page, Landry appears to be the sole technology decision maker — consolidating both transformation and infrastructure authority. (AFC Leadership) IntelePeer's overlay architecture (no rip-and-replace of AFC's existing Zoom Phone) and managed services model align with a CTO focused on transformation outcomes, not infrastructure management.

Potential Champion: Nick Rankin (VP Customer Retention)

Rankin's role is brand new (Aug 2025) — he needs tools to demonstrate the function's value. He ran CRM strategy for CVS Health's 80M-member ExtraCare program. (Crunchbase) IntelePeer's outbound automation capabilities (appointment reminders, cancellation fill, recall campaigns, patient satisfaction surveys) are direct enablers of his patient retention mandate. He would champion internally because SmartAgent deployment directly enables his success metrics.

Warm Introduction Paths:

• Primary: Dr. Benjamin Barlow (CMO) via Gary Starling (IntelePeer CISO) — USAF veteran connection. Barlow's unique profile (White House physician + health tech CMO at Experity) gives him credibility on both clinical and technology dimensions to facilitate introductions to the CTO and CEO. (PR Newswire)
• Secondary: Kurt Koptish (President) via Dr. Bill Harding (IntelePeer Board) — Army veteran connection. Koptish owns clinic operations and would be a key operational champion. (PR Newswire)

---

Key Context

• The "Playbook Completion" angle: Prokupek, Morgan, and Landry all built automated customer engagement platforms at prior companies (Ideal Image's tele-aesthetics with ~400 virtual consultants, WellBizONE with two-way texting and automated reminders across 900 units). But none included AI-powered voice automation for inbound calls — every platform focused on digital channels. The voice channel is AFC's most severe pain point (64% of patients use phone). IntelePeer is the missing piece in a playbook they've already proven works. (Business Observer, WellBiz Brands)
• No competitor entrenchment: No public evidence of any CCaaS, IVR, or AI automation platform deployed at AFC. Zoom Phone is basic telephony only — minimal automation (payment collection only). No case studies, testimonials, or partnerships with NICE, Genesys, Five9, or other competitors found. (Lumen Customer Story)
• PE sponsor is actively tech-forward: Lorient Capital's Morpheus platform integrates into portfolio company workflows to benchmark performance and identify operational gaps. In the ShiftKey case, Lorient's research drove 300% business growth. Morpheus would surface AFC's phone accessibility crisis as a quantified gap requiring technology intervention. (Lorient Capital, Topline Strategy)

---

Quick Reference

---