Case Study
Home Instead
Home Instead is a leading UK residential care provider, offering personalised services like housekeeping, companionship, and specialised care for conditions such as Dementia and Parkinson’s. Awarded the 2024 Home Care Awards, they focus on helping clients maintain independence at home, with strong partnerships including the NHS and Homecare Association.
Home Instead struggled with a complex phone system that hindered call efficiency and limited key business functions. They needed a solution that allowed offshore staff to make and receive UK calls without extra costs, but their current system couldn’t integrate offshore employees seamlessly.
After a local recommendation and building a strong relationship with Solutions Architect Paul Bate, Home Instead turned to Red Rock for a more efficient solution.
After initial consultations, Paul presented a solution to Home Instead’s manager Mick, which was quickly accepted and installed without disrupting operations. Within a week, the team was trained, hired their first offshore employee, and saw immediate improvements in workflow and productivity.
Offshore calls made by Home Instead’s remote employees now seamlessly appear as UK numbers, ensuring a smooth and professional experience for clients while maintaining the company’s local presence at no extra charge. Home Instead now benefits from enhanced sound and voice quality, ensuring crystal-clear communication between their team members and clients, both onshore and offshore, leading to more effective and professional interactions. Home Instead has significantly improved its ability to manage out-of-hours systems, allowing the team to handle after-hours calls remotely more efficiently, ensuring uninterrupted service and support for their clients at any time of day.
These benefits resulted in:
