With Helpwise, Australia-based HomeFront is improving on its already-5-star client service

Big Benefits

• Boosting productivity: Helpwise’s smart-assign feature helps this small support team promptly and successfully manage thousands of client emails.

• Streamlining workflows: The Helpwise-Dialpad integration lets support agents conveniently exchange SMS texts right from the Helpwise platform.

• Improving service: Using Helpwise to add efficiencies and accountability has helped the company make its world-class service even better.

Australia’s top provider of home care services to veterans

Routine tasks that many of us take for granted — cleaning the house, moving the lawn, preparing meals — can be tremendously challenging for members of society’s most vulnerable populations. But for Australia’s military veterans, seniors, and people with disabilities, there’s help from the dedicated team at HomeFront.

A veteran-owned business delivering home care services for people in need, HomeFront has quickly grown to become the country’s largest provider of its kind for veterans — connecting more than 3,500 clients to in-home services from more than 1,400 professional service providers across Australia.

The company attributes much of its success to its extremely high standard for client service — which has led to a perfect, 5-star customer rating on Google Reviews. In fact, it was HomeFront’s commitment to stellar client experiences that drove the company’s executives to search for a more sophisticated client support platform.

Outgrowing standard email and SMS tools

Gordon Henderson, HomeFront’s Chief Experience Officer, explains that as the company rapidly scaled to meet ever-increasing client demand across the country, HomeFront’s support operations became more complex to manage.

“Our Client Service Officers handle about 4,500 emails and 12,000 SMS messages a month. We view every one of those messages as mission-critical, but the sheer volume meant that the tools we were using to manage them just weren’t up to the ask.”

See the Helpwise – HomeFront case study

Streamlining support channels in one intuitive platform

By implementing the Helpwise client support platform, Gordon was able to streamline and improve several key workflows — starting with creating an automated email workflow that added both convenience for his support team and accountability for management.

“We have one catchall email address for support, and Helpwise made it easy to take our huge list of clients and partners — which totals many thousands of email addresses — and assign portfolios to our Client Service Officers. Now any message coming into the support@ address gets directed to the right person, and my team can monitor everything through the Helpwise dashboard to make sure we’re responding promptly.”

A second key workflow improvement Gordon was able to create was pulling SMS texting capability into the Helpwise environment — using the Helpwise integration with Dialpad (HomeFront’s phone system).

“Helpwise makes it easy for my service team to manage both SMS and email from a single screen — whether it’s texting a reminder to a client that the landscapers will be there at 11am or receiving an email with a signed contract attached from one of our service partners. I can’t tell you how much more efficient this has made our operations.”

Collaborating with Helpwise to add value for HomeFront

Gordon also points out that when his team has thought of additional functionality or new workflows that could benefit HomeFront’s operations, they’ve found the Helpwise team extremely responsive to their ideas and requests.

“I’ve never worked with a technology company as responsive or quick as Helpwise,” Gordon says. “I’ll tell the support team, ‘It’d be great if Helpwise could do XYZ’ … and two weeks later I’ll find that functionality in the app! That’s a great partner.”

A 5-star platform for 5-star client service operation

Finally, Gordon notes, the key takeaway from his experience with Helpwise is that it is helping HomeFront maintain and create a better service for clients — clients who have already given HomeFront a perfect, 5-star rating on Google.

“Centralizing all of these client support communications in one place and being able to automatically direct specific texts and emails to specific people has added efficiencies, created accountability for our team, improved our company’s responsiveness to clients and partners.”

Experiencing this kind of exponential growth becomes easy with Helpwise. Try it for free.