Objective

To maximise Porthaven’s online investment thereby increasing occupancy and improving online customer experience.

Background

Porthaven is a well-established and growing provider with 17 care homes located throughout England, providing residential, nursing and dementia care. Porthaven homes provide support for wide-ranging needs on a long or short-term basis. Their website plays an important part in providing information for prospective residents and their families looking for care.

As one of the top providers for care in the UK, Porthaven is always looking to adopt innovative solutions to improve their business.

Challenge

The company wanted to enhance the way they communicate with prospective residents and their families. They wanted to find a way to be more accessible to their prospects and at the same time provide outstanding, high quality, personalised support on their website in real-time.

Implementation

C4B worked with Porthaven to understand their requirements and develop a solution customised to those requirements.

The solution included a tailored qualification process; customised paging to the Porthaven care team; and a follow up email sent at the close of every qualified sales lead.

The team at C4B designed a chat widget, chat transcripts and follow up emails that are branded for each Porthaven care home, incorporating their logos and corporate colour scheme.

Results

C4B’s fully managed sales chat provided a great solution for Porthaven. The chat offered the care homes a lead generation solution with an important empathetic, compassionate, and human touch. The follow up email ensures that every admission enquiry is immediately progressed.

Porthaven began using C4B Connect back in April 2020 and in the first few hours received an enquiry that converted to an admission. Since then, the homes have received both resident and recruitment enquiries for all 17 of their care homes.

C4B Connect is now an integral tool on the Porthaven website and adds another means of contact for prospective residents and their families who have need of immediate advice or assistance.

Natasha Pocock, the group sales and marketing manager at Porthaven said, “Having experienced web chat before and knowing how variable the quality of this type of service could be, it is fair to say I was sceptical when the guys from C4B approached us. Being a provider of care services, we need to ensure that our prospective residents and their relatives are cared for from the outset and I just was not sure that this could be achieved using a chat platform.   However, C4B worked with us to understand our requirements, providing a chat solution that was bespoken to meet the needs of our customer.   What I like most about C4B is that their team are able to connect qualified sales leads, directly with my sales team in real time, allowing us to be there when they need us most and ensuring the best possible customer experience throughout.  C4B are now an extension of my sales team and we wouldn’t be without them!”