CASE STUDY | COMFORCARE PEARL RIVER/HANCOCK COUNTY, LA
Clarity Voice is a cloud-based phone company that offers the best VoIP service with features that make your life easier.
INDUSTRY
In-Home Care
NUMBER OF USERS
240+
LOCATIONS
40
CHALLENGE
Maintaining consistent brand standards
with their phone system operation.
CASE STUDY
ComForCare Home Care
Improving Customer Service and
Distributed Workforce Effectiveness
Overview:
ComForCare, part of the Best Life Brands family, is leading the in-home care industry with programs designed to stabilize and improve quality of life. Most notably, ComForCare created DementiaWise®, a comprehensive care approach for people with Alzheimer’s disease or other forms of dementia that focuses on accentuating the positive by supporting and encouraging remaining skills and abilities; and Joyful Memories®, an interactive, singalong program that uses the power of music to create connections and positive outlets for emotional expression.
ComForCare’s DementiaWise® is recognized by the Alzheimer’s Association® for incorporating evidenced-based Dementia Care Practice Recommendations in the following topic areas: Alzheimer’s and dementia, person-centered care, assessment and care planning, activities of daily living, and behaviors and communication.
Simply put, ComForCare puts caregivers first. After 20 years in business, they know the industry better than anyone, as well as the demanding requirements of being a caregiver. Their program focuses on taking excellent care of caregivers, because it’s the best way they can help them take outstanding care of their clients.
Living their values is how ComForCare stands out in the communities they serve. It’s how their franchise owners have raised the bar and set new standards for innovative, quality non-medical and skilled in-home care.
THE CHALLENGE:
Gain Stability. Improve Service. Stay Connected On-The-Go.
Lori Franzo opened her ComForCare franchise in Louisiana in 2003. She and her team have served over 3,000 clients and Lori is one of the most respected franchisees in the ComForCare franchise system. Lori typically has 50-60 caregivers on her staff in addition to 7 office staff members. After just 2 years in business, Hurricane Katrina completely wiped out Lori’s business and she rebuilt the company from scratch.
Lori and her team continually leverage the years of experience they’ve built engaging with clients and families then focus on trying to match those families to caregivers and make a good fit from right from the start: “Getting to know the client families and knowing who our employees are, helps us to better serve our clients and give them good quality care.” She further states, “We also highlight that there is an entire team supporting them, not just a caregiver. You’re hiring a team of people in the office that are constantly here. I stress to families, that their loved one is getting a caregiver, and also a whole support team behind that caregiver, to make this successful for the family.”
After facing several challenges with her phone system, Lori made the switch to Clarity Voice in January of 2018. She learned about Clarity at the annual ComForCare conference. After multiple conversations with Clarity team members, she felt extremely comfortable migrating to Clarity and determined it was a “no-brainer”. “It was less money than I had previously been paying and the features were very appealing.” Now Lori has a hard time deciding which feature of Clarity is her favorite!
Blame game: VoIP provider vs ISP
Distorted audio and drop calls
Customers routed to voicemail vs live answer
SOLUTION:
Customized Call Handling, Mobility and More
The FranchisePhones® service from Clarity Voice is uniquely designed to be customizable for each client. Clarity is partnered with +100 franchise brands and their FranchisePhones® system is both dynamic and robust to meet the many needs of ComForCare’s multiple office locations and growing team of franchise owners.
Using Clarity’s system, the ComForCare in Louisiana now ensures every call is promptly answered using customized auto attendants along with Clarity’s Office Anywhere™ mobile app (which connects desk and mobile phones). They use continual call recording to enhance their quality assurance. With Clarity’s system, voicemail messages can be transcribed by texting and emailing the messages to them. These messages are quick to review and easy to forward to a support team member for fast follow-up. Continual call recording provides a record of each interaction even when forwarded to a mobile phone. This ensures conversations are accurately captured and confirms a caregiver’s report of promises made or details about client care that was missed so managers can replay past calls to gain understanding of what transpired and improve operational processes.
Clarity’s system offers unlimited text messaging which supports communicating with clients using both text and images. The Clarity Office Anywhere™ mobile app mirrors the experience staff members enjoy at their desks. When using the app to place calls, their office number is displayed as the caller ID ensuring clients know it is a ComForCare team member who is trying to communicate with them. Voicemail transcription and texting are essential features to team members on-the-go.
Lori Franzo, Owner – Pearl River County/Hancock County
“I mean, honestly, what I really love about Clarity is the customer service. It doesn’t matter what you ask them to do, when you ask them to do it, they’re always there. So no matter what the circumstance, you can pick up the phone and call them. Especially in the beginning when you don’t know what you’re dealing with, but now after everybody is so used to the system, we can handle a lot of the stuff on our own.”
Today Lori can effectively support her entire client base assuring no calls go unanswered, dropped or missed. She can easily review reports indicating total or individual callers by date or time and how many were live answered, how many left messages and of those how many were called back within 24-hours.
Like any franchise system, consistency with brand standards and best practices for system operations is important to continued success. Even though Lori and other individual franchise owners bring their own unique strengths to their location, having the tools necessary to continue that success is paramount. Clarity is pleased to partner with ComForCare and looks forward to helping franchise owners choose call handling features and management tools that differentiate their business conversations and customer service from competitors.
Continual Call Recording ensures ‘best in class’ service examples are easily shared.
Reporting can help identify missed opportunities and balance support staffing.
Managers can Listen-In, Whisper or Join calls when training new employees.
Continual Call Recording ensures you don’t have to stop to take calls.
Text messaging supports image sharing too.
Never miss a call – Clarity Office Anywhere™ Apps keep you connected.
Practitioners & caregivers must collaborate, often urgently, with each other.
Voicemail Transcription saves time and hastens forwarding follow-up requests.
Talk freely knowing you can listen again & take notes later w/ continual call recording.
RESULTS TO DATE:
Better service. Better performance. Better system.
Lori reports a noticeable boost in business since installing their Clarity system. Customers now experience a higher level of service with no calls going unanswered and no calls being dropped. She can track and measure more activity giving them instant insights that they never had before. Calls are reviewed at team meetings helping all associates hear successes and quality service examples. Associates in the field are more productive and never out of reach. Overall, the company is seeing great results and their customer experiences have been elevated and enhanced.
Lori reports the Features That Provide the Greatest Value:
- Missed Call Notification – Hands down most important to their business
- Call Review.
- Customer Service – Clarity is ALWAYS there.
- Call Forwarding – Available Day or Night
- Call Recording – Clarifications for conversations that took place & invaluable training for staff.
- Clarity Office Anywhere App – For on-the-go staff.
- Consistent Monthly Billing.
- Call Analytics.
Lori Franzo, Owner, ComForCare of Pearl River County/Hancock County
“The most important thing is that we are able to monitor and not miss phone calls. I get an email immediately whenever there is a missed call and I can follow up with our staff to make certain that missed call was returned in a timely fashion, which is so important in order to land a new client or communicate properly with current clients.”
“We used to get more complaints that we missed calls, and I would be angry about it, but with Clarity I can immediately address it without it becoming an issue.”
“Clarity is great at getting you up and running, making sure everything is done and right. Everything is done in a timely manner.”
The right VoIP phone system
can make a real difference
when your clients need
a quick response.
Most cloud phone companies just want to sell you a phone.
At Clarity Voice, we want to help you use your phones
to make more sales.
We customize our service to fit the specific needs of YOUR Real Estate business.
