Industry

NDIS & Healthcare

CareAbout

Solution Implemented
  • Salesforce Cloud
  • Genesys Contact Center
  • Partner Matching Tool (LWC Tool)
  • Mercury SMS
  • SUMO Calendar

About

CareAbout is Australia’s leading service for matching individuals with appropriate home care providers, specialising in NDIS and aged care services. They use innovative technology solutions like Salesforce to streamline operations and improve service delivery.

The Challenge

CareAbout was seeking a solution to simplify and automate key business processes such as lead management, provider matching, and communication with both participants and providers.

They needed a system that would allow their team to efficiently manage leads, improve communication between all parties, and help arrange meetings between participants and providers.

Solution

LS Technologies upgraded CareAbout’s infrastructure with a robust Salesforce system including:

Services Implemented

  • Sales Cloud Development: Automated lead capture and management for home care and aged care, enhancing response times and efficiency.
  • Communication Integration: Genesys integrated with Salesforce for seamless phone interactions, supporting both inbound and outbound calls.
  • Advanced Matching System: Sophisticated tools for quick and accurate provider matching.
  • Campaign Member Management and Prioritisation: Campaign management tools in Salesforce to sync data with Genesys Cloud, optimizing marketing efforts.
  • Automated Communications: Mercury SMS and email automation to keep participants engaged and informed.
  • Appointment Scheduling: SUMO Calendar integrated with Salesforce for efficient scheduling and reduced no-shows.

Key Outcomes

  • Enhanced Sales Process: Streamlined lead management significantly improved operational efficiency.
  • Improved Communication: Unified communication solution enhanced participant engagement and continuous connection.
  • Efficient Provider Matching: Faster, more accurate provider matching optimised care outcomes.
  • Effective Campaign Management: Strategic marketing efforts through effective campaign member management.
  • Automated Participant Outreach: Continuous participant engagement through automated communications.
  • Streamlined Scheduling: Fewer no-shows and better time management with integrated scheduling.

Customer Appreciation

”CareAbout values the expertise of LS Technologies in transforming their service delivery through tailored Salesforce solutions. These enhancements have not only boosted operational efficiency but also elevated the participant experience.

CareAbout