In 2022, Appello undertook the largest ever call handling platform transition in the sector, upgrading c300,000 connections from our digital award-winning platform, CareNet to the latest version CareNet EVO.
Following this, Careline providers across the UK who utilise the CareNet platform in their own monitoring centres, have also been upgraded to CareNet EVO. Together they have been realising the benefits of improved operator experience, resilience and a more dynamic platform which enables to move into a digital era of Technology Enabled Care.
One of these customers is Careline Support, part of the Churchill Retirement Living group. In this interview with James Knight, Monitoring Services Manager, we look at his thoughts and opinions on CareNet EVO and how it has enabled them to improve their services.
1. How did you find the communication and support from Appello during the transition to CareNet EVO?
It was supportive, I had weekly updates with Shane, the Programme Delivery Manager at Appello, who has always stayed in contact since we started working closely. As with all projects of this size and type, the transition wasn’t all smooth sailing, but we always had great communication with Appello who assisted us along the way and ensured we stayed on track.
I also liked how our team became involved in the build of EVO. I was able to visit Appello at their offices, to sit down and talk through what we felt was important to us with regards to the platform. We really valued that they listened to our operators and seniors who talked about their experiences and how the platform can support them in their role. We were pleased to see some of those recommendations incorporated into the final version of CareNet EVO.
The operators here feel like they have really played a part in how the platform looks which is great. It was really built from the perspective of operators from the ground up.
2. How are your operators finding CareNet EVO?
They love it. I think the main thing for them really is all the information being cleverly designed into the screen in one place, such as all the keywords, all the device notes and the accessibility of parked notes.
Given we use AppelloSBR as well with our lodge managers, it enables us to quickly spot if any incorrect information has been added to the wrong place. Generally, we can spot any mistakes without having to navigate the platform.
They also like how you can start taking notes while you’re on a call. That’s something that’s recently been introduced, allowing Operators to type up call details whilst waiting for a call to be answered is much more efficient. The platform also recognises if a phone number is a contact of one of our owners. When that phone call comes in, we are greeting the caller in a totally different way. It’s more personal and an improved customer experience.
As an example, we’ve recently started handling out of hours sales calls from prospective Churchill Retirement Living customers, which is a different type of service altogether from our day-to-day careline support activity. With CareNet EVO we’re able to change the greeting that presents on the screen to guide Operators. We also have a different reporting mechanism for these calls, which allows us to really look at performance for different workstreams.
Our operators have also found the search facilities really valuable and they like the fact when you’re on a group device you can switch from a door call up to the apartment via the equipment. They find that a very useful addition. So, in short, our operators love it.
3. What differences have you noticed between the original CareNet and the latest version, CareNet EVO?
The main improvement for me is the access to important information and the look and feel. With the new colours, it’s more intuitive the way certain things pop out on the screen. CareNet was quite clunky to navigate at times, but with EVO it feels like you’re fully in control of where you are. Especially when using AppelloSBR and how it links to the EVO, adding in data is so much easier now.
But I just think everything begins from the call screen -it’s the improved navigation. The biggest positive is when you’re on a call and everything is there!
4. What benefits have you found from CareNet EVO in your role?
What we all value is that things change and improve, the platform hasn’t just stayed the same. There are always developments that seem to be happening with new features.
Anyone that comes into our call centre and sees the platform are amazed by how much information is gathered in one screen, and where it is located. I think the system’s great to be honest, and I think you’d struggle to find a better call handling system.
For me personally as a Manager, producing reports is really easy and I can extract the information I need. If I’m playing a call back, it’s seamless really. I can find the call and then bring up the transcript, sometimes I don’t even have to go into the call recording, I can just have a quick look on the transcript.
It’s really clever where it notices tone of voice like reassurance or confirmation, any key buzz words by the operator hits a trigger on the call recording. It’s very clever.
5. How has CareNet EVO enabled you to improve your service?
The improvements to the operator experience mean we answer calls quicker and are more efficient in dealing with each call. This gives a better service provision to our customers. It’s also a seamless system where data is held centrally and can be updated by development managers from site.
The additional major benefit which improves our services is the fact that it is fully digital, and it can take on a range of equipment.
6. How will CareNet EVO support your business’s future plans?
I think, as we move into the digital world, we are in a good position. For us to have a call handling platform that can handle both analogue and digital calls, it means that we can support transitioning customers.
It is also continually evolving and always thinking of other ways to improve. Ultimately for us, if we’re taking calls into our team, we’re always going to drive those through CareNet EVO. We won’t be using telephones at all.
As mentioned previously we now handle out of hours sales enquiries for our parent company Churchill Retirement Living through the platform. These calls previously went through to an external provider, but we have now set up a line that points straight into EVO so we handle them in-house. My team are now taking those calls and having a bit more knowledge of the business we are able to deliver a better service to our prospective owners and it works really well.
Moving to CareNet EVO has been a good decision for our business and we would absolutely recommend it, the whole team loves it.
