Find out how Careium, in collaboration with Yokeru, has enhanced service quality and efficiency in delivering proactive care to customers.
Working in partnership with Yokeru, a provider of automated proactive communication, we provide automated calls to users of our telecare products and services. Yokeru seamlessly blends AI-powered phone calls, SMS, and operator checks to ensure customers’ safety through wellbeing checks, medication reminders, surveys, and request-to-test calls. Automated limitless proactive calls also allow us to free up operators’ time to help those in need.
Monthly surveys are driving quality improvement
To monitor and improve service quality, we conduct monthly customer satisfaction surveys for four local authority customers – Croydon, Central Beds, Cumbria, and Oxford. These surveys play an integral role in our client monitoring strategy, aiming to track user satisfaction, particularly in response to recent alarm activations.
For two of our clients, Cumbria and Oxford, we also conduct Installation Surveys as part of our customer satisfaction efforts. These surveys consist of six specific questions on various aspects of the installation process, including the promptness, professionalism, politeness, and courtesy of our engineers. By collecting feedback on these key areas, we are able to gauge the efficiency and effectiveness of our installation services and identify areas for improvement.
Support through personalised welfare checks
Our automated welfare checks and medication reminders through Yokeru are now reaching over 2500 individuals each month. These personalised services can be delivered via phone or text, with options for spoken or keypad responses. They can guarantee people’s safety through daily checks to ensure their well-being.
Request to test – an added layer of safety
Yokeru can also provide a crucial monthly testing service. We carry out this service for the Orwell Housing Association. If a client has not made a monthly test call, we automatically include them in a prompt call, reminding them to test their alarm system. This proactive approach ensures all systems are functioning correctly.
We have expanded this service to thousands of our private customers. If we have not received a test call during the month, we automatically prompt them to check their alarm systems. This service is not only convenient but also significantly enhances safety. By ensuring that alarm systems are in working order, we can provide a prompt response in the event of an emergency. This proactive approach by Yokeru is an added layer of security for our clients, reassuring them that their safety is our top priority.
“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, with our end users’ safety and wellbeing at the forefront of thinking, has been impressive.
It also provides an invaluable service by offering absence cover for scheme managers – a feature that is now in high demand among our clients. Yokeru has been a game-changing addition to our services.”
Gary Clark, Technical Director, Careium
Outcomes
- Partnering with Yokeru over the past year has facilitated over 100,000 calls, significantly broadening our service reach and boosting our efficiency.
- Our analysis of the operational impact shows that each call handled by Yokeru saves approximately 3 minutes of our operator’s time, equating to a total saving of more than 769 days of call operator time.
- This freed-up time has been invaluable in allowing us to focus on providing support to those service users who need it the most and extending our support to users who were previously unable to receive check-ins due to calling limitations.
- With Yokeru’s services, we are able to provide better, more focused care for our users.
Find out more information about Careium’s automated calls service or contact us at [email protected] to discover how we can support your customers through proactive care.
