Giving a bilingual home care team full visibility into every call
This Miami agency’s two offices ran on an outdated, router-based phone system, and most client and caregiver calls happen in Spanish. We connected an AI phone system that transcribes both languages into a new CRM, and upgraded to fiber for less than broadband.
In home care, the details that matter live in phone calls. This owner wanted to see all of them, in every language.
Our client is a Miami home care agency with two offices that decided it was time to modernize its communications and marketing. The owner reported that 90% of client care and caregiver calls were in Spanish, while the administrative team worked largely in English with referral partners, networking contacts and vendors. The business had also outgrown the way it tracked leads.
The challenges
An outdated phone system
The old system still ran on a router, with no desktop or mobile app for the team.
Two languages, one business
Client care and caregiver calls were mostly in Spanish; conversations with referral contacts and vendors were mostly in English.
No visibility across two offices
The owner wanted to see every conversation and how her team was performing, but had no way to review calls across both languages and locations.
Leads tracked in spreadsheets
The business had grown too much for spreadsheets to be a manageable way to track leads.
No leadership analytics
Leaders had no reporting on calls and leads to guide decisions.
Paying more for slower internet
The office paid more for a broadband circuit than a fiber circuit would cost.
What we did
Our advisors built a plan around how this team actually communicates, in both languages.
AI-powered phone system
Replaced the router-based system with a cloud phone system that has desktop and mobile apps and multilingual call transcription, so the owner sees every call, in Spanish and in English.
The right CRM, at wholesale pricing
Her new marketing director had already suggested a sales CRM, and it was a fantastic choice. We backed it and negotiated wholesale pricing.
A CRM developer who knows senior care
We connected the agency with a developer who specializes in customizing CRMs for the senior care industry.
Native phone-to-CRM integration
The new phone system integrates natively with the CRM, so every call recording and transcription is logged automatically.
Fiber internet for less
We procured a fiber internet circuit for less than the agency was paying for broadband.
What changed
- Full visibility, at all timesThe owner can see how her team is performing across both offices, and review client, caregiver and partner calls in Spanish or English.
- A modern phone systemThe team now has desktop and mobile apps instead of a router-based system.
- No more spreadsheetsLeads now live in a CRM customized for senior care.
- Automatic call loggingRecordings and transcriptions land in the CRM with no manual data entry.
- New analytics for leadershipLeaders have access to powerful analytics they never had before.
- Faster internet, lower costFiber replaced broadband, for less than the old monthly cost.
We listened first: we backed the marketing director’s CRM choice, secured it at wholesale pricing, and connected it to a bilingual AI phone system. Now the owner sees how her team is performing at all times, with every conversation and every lead in one place.
Do you know what’s said on every call?
Let’s give your team visibility into every conversation, in every language, and connect it all to your CRM.
