Barchester Healthcare – one of the UK’s largest independent residential care providers, with over 200 homes across the UK – is working with customer contact specialist, Echo Managed Services, in a major new customer drive.
Echo is currently providing a centralised service that handles new customer enquiries for the Barchester care home estate, with the aim of providing a more consistent level of service to prospective customers and their families.
Having previously provided successful out-of-hours support to select care homes and handled the response to a regional door drop campaign, a team of specially trained advisors at Echo are now the first port of call for all new customers.
The initiative will also provide better quality leads, increased conversions, and deeper marketing insights for Barchester, as well as enabling care home staff – who were sometimes required to handle enquiries – to focus fully on delivering expert care to residents and their families.
Lawrence Bate, director of sales and marketing at Barchester Healthcare, said: “Customer service is a key priority for us, and we know it can be frustrating for customers when it is inconsistent. Through our collaboration with Echo, we have seen marked improvements in the number of new customer enquiries handled correctly first time, as well as enhancements in the accuracy of customer information capture.”