{"id":1040,"date":"2023-07-13T08:34:12","date_gmt":"2023-07-13T08:34:12","guid":{"rendered":"https:\/\/helpwise.io\/blog\/?p=1040"},"modified":"2023-09-11T13:01:12","modified_gmt":"2023-09-11T13:01:12","slug":"homefront","status":"publish","type":"post","link":"https:\/\/helpwise.io\/blog\/homefront","title":{"rendered":"With Helpwise, Australia-based HomeFront is improving on its already-5-star client service"},"content":{"rendered":"\n<h4 id=\"big-benefits\" class=\"wp-block-heading\">Big Benefits<\/h4>\n\n\n\n<ul>\n<li><strong>Boosting productivity: <\/strong>Helpwise\u2019s smart-assign feature helps this small support team promptly and successfully manage thousands of client emails.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Streamlining workflows: <\/strong>The Helpwise-Dialpad integration lets support agents conveniently exchange SMS texts right from the Helpwise platform.<\/li>\n<\/ul>\n\n\n\n<ul>\n<li><strong>Improving service: <\/strong>Using Helpwise to add efficiencies and accountability has helped the company make its world-class service even better.<\/li>\n<\/ul>\n\n\n\n<h2 id=\"australias-top-provider-of-home-care-services-to-veterans\" class=\"wp-block-heading\">Australia\u2019s top provider of home care services to veterans<\/h2>\n\n\n\n<p>Routine tasks that many of us take for granted \u2014 cleaning the house, moving the lawn, preparing meals \u2014 can be tremendously challenging for members of society\u2019s most vulnerable populations. But for Australia\u2019s military veterans, seniors, and people with disabilities, there\u2019s help from the dedicated team at HomeFront.<\/p>\n\n\n\n<p>A veteran-owned business delivering home care services for people in need, HomeFront has quickly grown to become the country\u2019s largest provider of its kind for veterans \u2014 connecting more than 3,500 clients to in-home services from more than 1,400 professional service providers across Australia.<\/p>\n\n\n\n<p>The company attributes much of its success to its extremely high standard for client service \u2014 which has led to a perfect, 5-star customer rating on Google Reviews. In fact, it was HomeFront\u2019s commitment to stellar client experiences that drove the company\u2019s executives to search for a more sophisticated client support platform.<\/p>\n\n\n\n<h2 id=\"outgrowing-standard-email-and-sms-tools\" class=\"wp-block-heading\">Outgrowing standard email and SMS tools<\/h2>\n\n\n\n<p>Gordon Henderson, HomeFront\u2019s Chief Experience Officer, explains that as the company rapidly scaled to meet ever-increasing client demand across the country, HomeFront\u2019s support operations became more complex to manage.<\/p>\n\n\n\n<p>\u201cOur 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\u2019t up to the ask.\u201d<\/p>\n\n\n\n<h4 id=\"see-the-helpwise-homefront-case-study\" class=\"wp-block-heading has-text-align-center\"><a href=\"https:\/\/drive.google.com\/file\/d\/1VTqZhHWmfcqSFwfcvUNjwprFJz3gqIUd\/view?usp=sharing\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">See the Helpwise &#8211; HomeFront case study <\/a><\/h4>\n\n\n\n<h2 id=\"streamlining-support-channels-in-one-intuitive-platform\" class=\"wp-block-heading\">Streamlining support channels in one intuitive platform<\/h2>\n\n\n\n<p>By implementing the Helpwise client support platform, Gordon was able to streamline and improve several key workflows \u2014 starting with creating an automated email workflow that added both convenience for his support team and accountability for management.<\/p>\n\n\n\n<p>\u201cWe have one catchall email address for support, and Helpwise made it easy to take our huge list of clients and partners \u2014 which totals many thousands of email addresses \u2014 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\u2019re responding promptly.\u201d<\/p>\n\n\n\n<p>A second key workflow improvement Gordon was able to create was pulling SMS texting capability into the Helpwise environment \u2014 using the <a href=\"https:\/\/helpwise.io\/integrations\/dialpad\" target=\"_blank\" rel=\"noreferrer noopener\">Helpwise integration with Dialpad<\/a> (HomeFront\u2019s phone system).<\/p>\n\n\n\n<p>\u201cHelpwise makes it easy for my service team to manage both SMS and email from a single screen \u2014 whether it\u2019s 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\u2019t tell you how much more efficient this has made our operations.\u201d<\/p>\n\n\n\n<h2 id=\"collaborating-with-helpwise-to-add-value-for-homefront\" class=\"wp-block-heading\">Collaborating with Helpwise to add value for HomeFront&nbsp;<\/h2>\n\n\n\n<p>Gordon also points out that when his team has thought of additional functionality or new workflows that could benefit HomeFront\u2019s operations, they\u2019ve found the Helpwise team extremely responsive to their ideas and requests.<\/p>\n\n\n\n<p>\u201cI\u2019ve never worked with a technology company as responsive or quick as Helpwise,\u201d Gordon says. \u201cI\u2019ll tell the support team, \u2018It\u2019d be great if Helpwise could do XYZ\u2019 \u2026 and two weeks later I\u2019ll find that functionality in the app! That\u2019s a great partner.\u201d<\/p>\n\n\n\n<h2 id=\"a-5-star-platform-for-5-star-client-service-operation\" class=\"wp-block-heading\">A 5-star platform for 5-star client service operation<\/h2>\n\n\n\n<p>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 \u2014 clients who have already given HomeFront a perfect, 5-star rating on Google.<\/p>\n\n\n\n<p>\u201cCentralizing 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\u2019s responsiveness to clients and partners.\u201d<\/p>\n\n\n\n<p>Experiencing this kind of exponential growth becomes easy with Helpwise. <a href=\"https:\/\/helpwise.io\/demo\">Try it for free. <\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Big Benefits Australia\u2019s top provider of home care services to veterans Routine tasks that many of us take for granted \u2014 cleaning the house, moving the lawn, preparing meals \u2014&hellip;<\/p>\n","protected":false},"author":6,"featured_media":1150,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[70],"tags":[71],"powerkit_post_featured":[],"jetpack_featured_media_url":"https:\/\/helpwise.io\/blog\/wp-content\/uploads\/2023\/07\/Client-Support-Pros-2.png","_links":{"self":[{"href":"https:\/\/helpwise.io\/blog\/wp-json\/wp\/v2\/posts\/1040"}],"collection":[{"href":"https:\/\/helpwise.io\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/helpwise.io\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/helpwise.io\/blog\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/helpwise.io\/blog\/wp-json\/wp\/v2\/comments?post=1040"}],"version-history":[{"count":8,"href":"https:\/\/helpwise.io\/blog\/wp-json\/wp\/v2\/posts\/1040\/revisions"}],"predecessor-version":[{"id":1289,"href":"https:\/\/helpwise.io\/blog\/wp-json\/wp\/v2\/posts\/1040\/revisions\/1289"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/helpwise.io\/blog\/wp-json\/wp\/v2\/media\/1150"}],"wp:attachment":[{"href":"https:\/\/helpwise.io\/blog\/wp-json\/wp\/v2\/media?parent=1040"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/helpwise.io\/blog\/wp-json\/wp\/v2\/categories?post=1040"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/helpwise.io\/blog\/wp-json\/wp\/v2\/tags?post=1040"},{"taxonomy":"powerkit_post_featured","embeddable":true,"href":"https:\/\/helpwise.io\/blog\/wp-json\/wp\/v2\/powerkit_post_featured?post=1040"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}