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Case Study:
Avery Healthcare

Industry Sector

B2C Healthcare

Client Objectives

To provide a professional and reassuring “human voice” to manage the caller’s expectations and increase revenue by capturing new sales opportunities. 

Avery Healthcare

Avery Healthcare is a premium care provider in the senior living sector throughout the UK, with a focus on the highest possible standards of living for their residents and peace of mind for family and friends alike. 

Avery has a longstanding reputation for innovation in the design and development of care homes, attracting global market investment into its assets, and creating a benchmark that many other care providers covet. The company has established a reputation for delivering high quality homes with imaginative design led solutions and richly furnished interiors, resulting in a strong foothold in the private market. 

The Challenge

There are 52 homes operating as part of the Avery Healthcare group, and a further 4 independent retirement communities under The Hawthorns sub-brand, each run by an in-house management and operational team. With the focus being on caring for their residents, many homes were finding it difficult to answer every phone call, resulting in new sales opportunities being missed and poor service for family and friends of existing residents. 

The Solution

In 2015, Avery Healthcare partnered with OpenContact to provide a consistent level of service over the phone, equal to the standard given in the homes. 

The team at OpenContact answer all overflow and out-of-hours calls professionally and in the name of each care home. Full details are taken from the caller and call-back timescales provided, before the details are emailed in real-time to the Care Home Manager. In urgent cases, an attempt is made to transfer calls to the home. 

If the call is in relation to a potential new resident, a holding email is also sent to the caller containing a brochure and other relevant information. 

The Result

By capturing overflow and out of hours calls, OpenContact have been able to help Avery provide a consistent level of service across all homes and offer reassurance and confidence with the first contact. It has also allowed for increased revenue and growth across the business.