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Research for IntelePeer

Duly Health and Care

Duly Health and Care — Account Dossier

Why This Company

Fit:

  • Largest independent multi-specialty physician group in the US — $2.5B revenue, 1,700+ clinicians, 190+ locations, 1.5M patients annually (Crain's Chicago Business). PE-backed by Ares Management since 2017 (Duly PR). Cisco VOIP infrastructure confirmed — direct overlay fit (Glassdoor Job Listing). Epic EMR integrates via Redox. No modern CCaaS deployed.

Pain:

  • NPS of 70 for clinical care (Press Ganey) vs. PissedConsumer 1.3/5 stars (75+ reviews) — patients say doctors are excellent but the phone/scheduling experience is destroying the brand (Duly NPS, PissedConsumer)
  • Scheduling outsourced to overseas operators (Mumbai) with documented comprehension failures — patients report 45+ minute hold times, incorrect appointment information, disconnections, and two-month callback waits for specialist scheduling (PissedConsumer, BBB)

Timing:

Decision Makers

Chris Nash — Chief Technology Officer

Technical Decision Maker / Champion

  • LinkedIn: https://www.linkedin.com/in/cnash-cio/
  • Email: chris.nash@duly.com (inferred — ZoomInfo shows c***@duly.com; first.last@duly.com pattern confirmed per Duly Media Center)
  • Cares about:
    • Reducing administrative burden and creating "smarter, more efficient systems that support both physicians and patients" — per Duly's LinkedIn post celebrating his 2025 CIO of the Year award (Duly LinkedIn — Nov 2025)
    • Call center operations efficiency — his ZoomInfo title is explicitly "CTO, Call Center Operations" (ZoomInfo)
  • Why they matter: Directly owns call center technology — the exact pain area. Leads ~200 technologists. Two-time CIO of the Year (2019 ORBIE, 2025 SIM Chicago) signals an active technology evaluator (SIM Chicago). Northwestern Kellogg MBA. Prior CIO at Adtalem Global Education, executive roles at Kraft Foods (Crunchbase).

Dan Greenleaf — Chief Executive Officer

Decision Maker (Final Authority)

Connection Vectors:

  • USAF Veteran → Gary Starling (IntelePeer CISO): Both Air Force. Greenleaf was Captain/Navigator in Desert Storm (Denison Alumni); Starling served in USAF Avionics Communications and NORAD. CEO-level engagement via veteran bond. (Strong)

Chris Catalano — Chief Financial Officer

Financial Sponsor / Gatekeeper

  • LinkedIn: https://www.linkedin.com/in/ccatalano/ (profile may still show FullBloom)
  • Email: chris.catalano@duly.com (inferred — ZoomInfo shows c***@duly.com; first.last@duly.com pattern)
  • Cares about:
    • Cost reduction and EBITDA margin improvement — PE-backed company under financial stress with S&P watching for 2-3% annual margin improvement (Crain's)
    • Evaluating technology investments — ~1 month into role (started Jan 6, 2026), actively learning cost structure (Duly PR)
  • Why they matter: ROI validation authority for PE sponsors. Brand new — no incumbent vendor relationships, receptive to clear-ROI proposals. Prior: FullBloom CFO (decade), McDonald's Ventures CIO (contributed to Chipotle IPO), SVP GE Capital (Duly PR).

Kerri Balbone — Chief Revenue Officer

Champion (Revenue Cycle / Collections Automation)

Ryan West — President, Chicagoland Operations

Influencer (Operational Pain Owner)

  • LinkedIn: https://www.linkedin.com/in/ryan-west-834b904/
  • Email: ryan.west@duly.com (inferred — first.last@duly.com pattern per Duly Media Center)
  • Cares about:
    • Patient experience across 120+ clinic sites — "partners with physicians and leaders to ensure delivery of an exceptional patient experience" (Duly PR)
    • Operational efficiency at scale — career spans VillageMD (practice management) and Ascension (population health/strategy) (VillageMD PR)
  • Why they matter: Owns the 120+ clinic sites where the phone pain manifests. The 45-minute holds, overseas operator complaints, and scheduling errors all happen on his watch. His operational testimony supports the business case.

Entry Strategy

Recommended Entry Point: Chris Nash (CTO)

Nash directly owns call center operations and technology decisions — it is literally in his title (ZoomInfo). His back-to-back CIO of the Year recognition (2019, 2025) indicates an executive who actively evaluates technology (SIM Chicago). He leads ~200 technologists and has authority to evaluate and champion a SmartAgent deployment. A Customer Interaction Intent Study aligns directly with his scope. His SIM Chicago network may offer a warm introduction pathway.

Potential Champion: Kerri Balbone (CRO)

Balbone owns the revenue cycle — the area where CEO Greenleaf has publicly predicted 50% cost reduction via AI (Becker's — Dec 2025). The RCM automation use case is the most financially quantifiable entry point and speaks directly to her KPIs.

CEO-Level Engagement: Dan Greenleaf via Gary Starling (IntelePeer CISO). Both USAF veterans — Greenleaf (Captain/Navigator, Desert Storm) and Starling (Avionics Communications, NORAD) (Denison Alumni). This veteran-to-veteran introduction creates CEO-level access at a $2.5B organization. Greenleaf is actively championing AI for scheduling and RCM — he is not a passive recipient of this pitch.

Channel Pathway: BTI Group is a Chicago-based healthcare IT and communications provider with HIPAA/HITECH compliance expertise, operating in Duly's geographic market (BTI Group). Worth exploring via IntelePeer channel leadership (Shahid, McGovern, Brennan) for a potential partnership or existing relationship with Duly's technology team.

Key Context

  • Proven AI buyer with unaddressed voice gap: Duly deployed Clearstep for chat/web AI triage and achieved 10x ROI (Clearstep Case Study) — but NO voice automation exists. The phone channel is where the catastrophic patient experience failures occur. Clearstep is complementary, not competitive.
  • PE sponsor precedent: Aspen Dental, an Ares Management portfolio company, built a state-of-the-art centralized scheduling center in Arizona to support its practices with scheduling and insurance processing (BusinessWire — Aspen Dental Scheduling Center). Ares has deployed $56B+ in healthcare across 28+ portfolio companies and articulated a focus on "automation and product and service innovation" across its portfolio (BusinessWire — Ares Healthcare Strategy). IntelePeer is the AI layer that extends this scheduling centralization playbook.
  • $2.5B revenue exceeds ICP ceiling but Duly is private/PE-backed with the CTO directly owning call center decisions, making the buying process more accessible than typical enterprises at this scale (Crain's). Expect longer sales cycle. Active growth — Brian Moran Cancer Institute launched Jan 2026 (ICON PR), Schaumburg mega-location adding specialties in 2026 (Yahoo Finance), 3+ acquisitions completed in 2025 (BusinessWire).

Quick Reference

NameTitleRoleEmail
Chris NashCTOTechnical Decision Maker / Championchris.nash@duly.com (inferred)
Dan GreenleafCEODecision Maker (Final Authority)dan.greenleaf@duly.com (inferred)
Chris CatalanoCFOFinancial Sponsor / Gatekeeperchris.catalano@duly.com (inferred)
Kerri BalboneCROChampion (RCM Automation)kerri.balbone@duly.com (inferred)
Ryan WestPresident, Chicagoland OpsInfluencer (Operational Pain)ryan.west@duly.com (inferred)