Feros Care is an Australian not-for-profit primarily providing in-home care services. With over 25 years of experience, the organization enables seniors, people living with disability and veterans to lead bolder lives through a wide-range of care services.
With the unique Feros Care clientele — a mix of seniors and their adult children engaging on behalf of their parents — it was crucial to support customers of all technical abilities. In addition, Australian government reform enhanced consumer choice for senior services, making the industry more competitive. To better serve and retain existing clients and attract new ones, Feros Care needed to focus on providing a positive customer experience to set themselves apart from other providers.
Through the Genesys® PureCloud® application, Feros Care was able to transform its customer experience to achieve shorter wait times and lower call abandonment rates.
“One of the key challenges for us was around call wait time. With PureCloud, reporting and improvement strategies around that, we have been able to get that down to 10-20 seconds.”
Melissa Simpson, Chief Customer Officer, Feros Care