Four Seasons Health Care
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.
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The Challenge
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.
The Outcome
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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Testimonials
Don't just take our work for it; here's what some of our wonderful customers have said recently.
It's not just about replying; it's about engaging meaningfully. Connect's approach to customer engagement communications has built trust and increased loyalty among our client base. An invaluable asset to any business!
"Ever since we partnered with Connect, our customer enquiries have been handled more professionally. Their contact centre services have not only improved our customer satisfaction but also our brand's reputation. A game-changer for us!"
Missed appointments and double bookings were once a nightmare for us. Thanks to Connect, our scheduling is now flawless, leading to more satisfied clients and efficient operations.
The efficiency and ease with which Connect handles appointment bookings have given us countless hours back. They've seamlessly integrated into our operations, making the process effortless for both our staff and clients.
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