Homecare Medical run digital telehealth services throughout New Zealand, offering free health, mental health and addictions support. They also provide after-hours clinical support for general practices across various digital channels (including voice, webchat and text).

Homecare Medical have a professional workforce of over 350 spread across four contact centres and from 120+ home offices throughout New Zealand.

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Homecare Medical undertakes vital monthly check-ins with customers to see how their services are performing so they can get a clear view of how people are feeling towards their services and how improvements can be made.

Karthiga Kanesha is a specialist at Homecare Medical. Her role is to be the voice of the customer so as to gain a clear understanding of better ways to support them.

Karthiga Kanesha: “Our customers don’t want to be contacted by an unfamiliar number, so we needed a dedicated shortcode that would become familiar to them. Our current platform couldn’t achieve that. We needed something that we could trust would work. Plus, our current system was expensive.”

Homecare Medical’s existing messaging service wasn’t capable of supporting their customer care strategies and a new system was required. However, cost and customer experience was a factor as well as being able to handle the volume of interactions.

“Phone interviews are impractical, so we asked our customers - did they want email, call or SMS? People overwhelmingly wanted to contact us via SMS.”