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Homecare Medical New Zealand

Connecting Kiwis with seamless care when they need it

Homecare Medical New Zealand is a social enterprise that runs digital telehealth services — offering more than 20 free health, mental health and addictions support lines across digital channels. Driven by an ambition to virtually support Kiwis to stay well, the organization connects the public seamlessly with care when they need it.

The professional workforce of over 1,200 is spread across nine contact centers, with 400 of those working remotely. Consisting of medical professionals across a wide spectrum of health specialties, the Homecare Medical team responds to around 3,000 New Zealanders a day, across multiple channels.

Homecare Medical was able to quickly implement the cloud-based Genesys PureConnect™, enabling it to accommodate remote workers and scale for large volume spikes in its contact center. The organization is at the forefront of the New Zealand government’s emergency response to COVID-19. At the start of the pandemic, both inbound and outbound call rates soared virtually overnight by 1,000%. Homecare Medical was able to effectively scale to meet public demand.

Benefits

  • Quick implementation delivered on budget
  • Scalability to accommodate service spikes of 1,000%
  • Seamless virtual contact center with over 40% of the workforce working remotely

We only had 15 weeks to establish the organization to when we had to take our first call. We needed a really agile partner and the Genesys team came through, delivering on time and on budget.

Andrew Slater, CEO, Homecare Medical

Challenges

  • Transform the employee experience
  • Deliver omnichannel experience for clients
  • Replace a stagnant 9-5 service on a legacy siloed platform
  • Minimize IT complexity and cost

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