Client: Millenium Care
Service Duration: Since 2020
At a Glance – Key Outcomes
- 24/7 overflow call handling across five care homes
· Improved communication with residents’ families
· Increased enquiries and care home viewings
· More potential residents entering the sales pipeline
· Reduced pressure on care home staff
By managing all new enquiries for the group they have increased our enquiry and show around levels significantly, consistently providing Millennium with an abundance of potential new residents.
— Millenium Care
Helping Families Stay Connected While Increasing Care Home Enquiries
For care home providers, every call matters. Families need reassurance, prospective residents need information, and enquiries need to be handled promptly and professionally. This case study shows how SMARTstrat’s care home call handling and lead management service helped Millennium Care improve communication with families, manage enquiries more effectively, and increase care home viewings across multiple locations.
How SMARTStrat Helped
Millennium Care operates five care homes across the North West and has worked with SMARTstrat since 2020.
During the UK lockdown period, staying connected became more important than ever. Families wanted reassurance and regular contact with their loved ones, while care home teams were focused on providing the highest standard of care for residents.
With increasing call volumes, Millennium Care needed a reliable solution to ensure families could always get through to speak to their loved one and that no important enquiry went unanswered.
SMARTstrat introduced a tailored overflow call handling service, answering calls on behalf of all five homes and directing enquiries to the appropriate people. This ensured families always had a point of contact and provided reassurance during a particularly challenging time.
As the partnership developed, Millennium Care also entrusted SMARTstrat with managing all new enquiries for the group. Our team speaks directly with prospective residents and their
families, provides information about the homes, answers initial questions, and books viewings on behalf of the care homes.
By ensuring every enquiry receives a prompt and professional response, Millennium Care has seen a significant increase in enquiry levels and show rounds across the group. Today, SMARTstrat continues to provide 24/7 support, helping the team deliver an excellent experience for both existing residents’ families and prospective residents.
Client Feedback
SMARTstrat handle the overflow calls for all of our homes 24/7, ensuring all calls are answered and enquiries directed to the appropriate people.
Furthermore, by managing all new enquiries for the group they have increased our enquiry and show around levels significantly, consistently providing Millennium with an abundance of potential new residents.
— Millenium Care
About SMARTstrat
SMARTstrat provides professional call handling and lead management services for care homes, helping providers improve communication, capture more enquiries, and ensure every caller receives a professional and compassionate experience.
Looking for Care Home Call Handling Support?
If you’d like to improve family communication, manage enquiries more effectively, and ensure no opportunity is missed, we’d love to help. Get in touch to arrange a free consultation and discover how SMARTstrat can support your care home.
