“Our partnership with Careium has significantly improved their service user experience and enabled their team to focus on impactful tasks rather than routine duties. This transition has enhanced their efficiency and reputation in the industry. Careium’s willingness to innovate and adopt our technologies has been key to setting new standards in proactive services. Together, our collaboration highlights the importance of a shared vision and the tangible benefits of working together to innovate and create a futureproof ARC.”
— Monty Alexander, CEO, Yokeru
Enhancing Service Quality and Efficiency with Yokeru
In collaboration with Yokeru, Careium has enhanced its service quality and efficiency in delivering proactive care to customers. By integrating Yokeru’s AI-powered phone calls, SMS, and operator checks, Careium ensures customers’ safety through wellbeing checks, medication reminders, surveys, and request-to-test calls. This automated system allows for limitless proactive calls, freeing up operators’ time to assist those in need.
Monthly Customer Satisfaction Surveys
To monitor and improve service quality, Careium conducts monthly customer satisfaction surveys for local authority customers, including Croydon, Central Beds, Cumbria, and Oxford. These surveys are crucial for tracking user satisfaction, especially following recent alarm activations.
For Cumbria and Oxford, Careium also conducts Installation Surveys, focusing on the promptness, professionalism, politeness, and courtesy of their engineers. Feedback from these surveys helps gauge the efficiency and effectiveness of the installation services and identify areas for improvement.
Support Through Personalised Welfare Checks
Yokeru’s automated welfare checks and medication reminders reach over 2,500 individuals each month. These services, delivered via phone or text, include options for spoken or keypad responses, ensuring daily checks guarantee individuals’ safety and well-being.
Benefits of Automated Calls
1. Efficiency: Automated call checks reach a large number of customers quickly, enhancing overall efficiency.
2. Cost-effective: Significantly reduce the cost of welfare checks by eliminating the need for manual calls.
3. 24/7 Availability: Ensure round-the-clock coverage with automated systems.
4. Real-time Updates: Provide immediate updates on individuals’ welfare, allowing for swift action if needed.
5. Reduces Human Error: Minimise the risk of human error in routine checks.
6. Personalised Service: Tailor services to individual needs, ensuring appropriate care.
7. Data Management: Maintain accurate records of all interactions, making data management easier.
8. Scalability: Easily scale the system up or down based on requirements.
Request to Test – An Added Layer of Safety
Yokeru provides a crucial monthly testing service for Orwell Housing Association. If a client hasn’t made a monthly test call, they receive an automatic prompt to test their alarm system, ensuring all systems function correctly. This proactive approach, also extended to thousands of private customers, enhances safety by ensuring alarm systems are operational.
Outcomes
Partnering with Yokeru has facilitated over 100,000 calls in the past year, significantly broadening service reach and boosting efficiency. Each call handled by Yokeru saves approximately 3 minutes of operator time, equating to over 769 days of saved call operator time. This freed-up time has been invaluable for focusing on supporting the most in-need service users and extending support to previously unreachable users.
“I can confidently say that Yokeru has revolutionised our operations. It has empowered us to deliver calls at an unprecedented scale, something we couldn’t achieve with traditional in-person checks. Yokeru’s platform is exceptional in its ability to promptly and extensively send emergency notifications. The willingness of Yokeru to develop their service with us, prioritising our end users’ safety and well-being, has been impressive. It also provides an invaluable service by offering absence cover for scheme managers, a feature now in high demand among our clients. Yokeru has been a game-changing addition to our services.”
— Gary Clark, Technical Director, Careium
