The care home industry, synonymous with trust, empathy, and exceptional service, is rapidly growing as demographics shift towards an ageing population. Our client, Four Seasons Health Care, a prominent Care Home Provider, sought to streamline and optimise their customer service experience to better serve their residents and their families.
The client's in-house customer service team was overwhelmed with the increasing number of enquiries, appointment bookings, and brochure requests.
With varied channels like phone calls, emails, and live chats, response times were slow, and there was a lack of consistent communication.
This led to missed appointments, unsatisfied prospective residents, and a damaged reputation in an industry where trust is paramount.
A significant reduction in missed appointments, thanks to the efficient booking system.
Faster response times across all channels, enhancing the user experience.
An increase in overall customer satisfaction rates.
Improved brand reputation, resulting in an increased number of admissions and recommendations.
40% reduction in missed appointments
25% faster response time across all communication channels
15% increase in overall customer satisfaction rates.
30% increase in monthly admissions and recommendations due to improved brand reputation.
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