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.

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Four Seasons Introduction
Four Seasons Challenge
Four Seasons Solution
Four Seasons Outcome
Four Seasons Learnings
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40%

40% reduction in missed appointments

25%

25% faster response time across all communication channels

15%

15% increase in overall customer satisfaction rates.

30%

30% increase in monthly admissions and recommendations due to improved brand reputation.

Sectors We Cover

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Architecture & Building
Care Homes
Domestic Trades
Energy Providers
Field Services
Hospitality
SAAS Provider
Solicitors
Stats - Care Magazine Article
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!
Juggling hundreds of emails daily was overwhelming. Connect's expertise in email management has not only streamlined our inbox but also ensured every customer feels heard.
In this digital age, live chat can make or break your business. With Connect's exceptional chat management, our online visitors always leave satisfied, often converting into loyal customers.
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.
Consistency is key, and with Connect's contact centre services, we've achieved just that. Every call, every customer, always gets the same high-quality service.
Connect has transformed our engagement strategy. Their proactive communications have built a stronger bond with our customers, making them feel truly valued.
Having Connect manage our live chat has elevated our online presence. Immediate responses and professional handling have led to increased sales and happier customers. Highly recommended!
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.
"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!"

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