Accurate and timely feedback is crucial for organisations supporting vulnerable people. Appello, the UK’s leading provider of digital telecare and Technology Enabled Care (TEC) services, faced challenges with traditional survey methods.
By implementing Yokeru’s automated communication platform, Appello revolutionised their feedback process, achieving dynamic and efficient results. Appello supports over 50 local authorities, providing essential services to a vast number of tenants.
The Challenge:
Appello needed a more effective way to collect feedback from over 280,000 vulnerable service users across more than 50 local authorities. They faced several challenges:
• Low Response Rates: Traditional postal surveys had low response rates and were costly.
• Delayed Feedback: Responses took months to collate, leading to outdated feedback and unresolved issues.
• Digital Exclusivity: Email surveys also achieved low response rates and excluded non-digital users.
• Resource Intensive: Manual processes consumed significant time and resources.
The Solution:
Yokeru provided an advanced, scalable solution to streamline feedback collection:
• Automated Surveys: Using Yokeru, Appello ran 5,500 surveys in a week, with automated calls utilising AI to gather feedback from tenants.
• Dynamic Feedback: The platform allowed for regular, dynamic surveys, providing a more accurate and timely response to service usage.
• Rapid Analysis: Reports packed with analysis were delivered within days, not months, enabling quicker follow-up actions and improving the tenant experience.
Operational Efficiency:
• Advanced Technology: Tenants were invited to give feedback through concise phone calls. The Yokeru chatbot, embedded in the phone call, asked questions and recorded responses through speech and key presses. These responses were transcribed and analysed, with reports delivered within days.
• Rapid Results: Appello’s response rate was 40% which is 8x their response rates for higher than the next best survey method, with results received in a week instead of months.
• Resource-Efficient: Yokeru delivered a 470% ROI compared to traditional postal surveys, allowing Appello to survey four times more service users for the same cost.
Strategic Advantages:
• Live Feedback: The improvements and automation enabled continuous, live feedback collection, creating a ‘live’ picture of service and allowing trend analysis.
• Environmental Impact: Automated call-based surveys reduced the need for paper, contributing positively to the environment.
Testimonial:
“Working with Yokeru, we have seen real progress in how we obtain dynamic feedback from service users, enabling us to enhance our service offerings. Call-based surveys empower us to gather insights quicker than ever before and have a positive environmental impact. We look forward to further embedding these processes into our business.” – Gill Atkey, Monitoring Services Director
Conclusion:
Yokeru’s technology transformed Appello’s feedback process, making it more dynamic and efficient. By leveraging Yokeru’s powerful platform, Appello improved their tenant engagement and operational efficiency. This case study demonstrates the significant impact of integrating advanced technological solutions in routine processes.
Ready to transform your feedback collection process? Contact us today to learn how Yokeru can help you automate repetitive tasks and enhance your operational efficiency.
