When it comes to providing services targeted at the ageing population, aged care software platforms focused on automated communication are rapidly playing a more dominant role in the market.

Aged care providers have now realised that with the right technology in place, personalised customer communication is driving new operational efficiency in areas of the business that have historically been regarded as cost heavy.

This week, our blog dives into some of the ways in which the right customer engagement and aged care software tools can reduce operational inefficiencies for service providers.

Streamline the customer journey

A customers experience with any organisation consists of certain touchpoints that form the customer journey. For most providers, understanding the customer journey and communicating throughout it, is likely to take up vast amounts of organisational effort. One of the more labour-intensive touchpoints when providing at home services is obviously delivery. Thinking about the time it takes to communicate service changes to customers, opting for technology that allows automated customer communication or similar aged care software solutions, can go a long way in reducing the time and effort spent on this crucial activity.

Most solutions help organisation’s streamline important processes like service delivery through workforce optimisation but few are focused on personalised customer communication at each stage of the customer experience. Knowing where your customers are on their journey, when to reach out and most importantly, what to say, has huge opportunities for optimisation.

Improved customer engagement with real-time updates

By creating an effective two-way communication link between customers and providers, aged care organisation’s are better able to respond intuitively and immediately to customer needs. As an example, when it comes to the well-known pain point of rescheduling a service, the customer is automatically updated as soon as the change request has been received and once confirmed by the scheduling team, the change is automatically communicated back to the customer.

Solutions such as this drives increased visibility as well as giving customers access to service providers around the clock, with our research showing the flow on effect reduces weekly inbound calls by up to 23%.

Improved response times

This new breed of aged care software allows two way and automated communication, improving a company’s response time to unforeseen emergencies and negative feedback.

An area where most organisations prove to be at times inefficient, these solutions allow providers to respond with the utmost efficiency, getting customers out of any harm or danger or responding to a bad customer experience. This way, organisational efforts can be directed with precision and accuracy, ensuring that all end users are safe, healthy, and in the best of hands.

More convenient payment methods

Another area providers have difficulty with is allowing convenient payment of new services.

With the right aged care software, that includes a payment gateway, not only is paying for new services made easier but customers can also book interest in tailored programs specific to their needs such as wellbeing programs and social outings.

In most instances, the family members of the customer are the ones that use this kind of service so unlocking the power of the connected family can bring a new community to engage and even sell to if the offers are right.

Key Takeaways

In a world where interconnectedness, efficient service, and an exceptional customer experience is crucial to fostering positive relationships with your customers, aged care software like the ones mentioned above are forming the future of aged care service delivery.

For providers that are directed by a true commitment to improving lives, these types of solutions prove to be lucrative in terms of reducing operational inefficiencies whilst enhancing the customer’s experience.

For more insights into customer engagement and community care head to hayylo or contact us below.

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