Use case · Healthcare
An admission enquiry sleeps three weeks in a mailbox
Six homes, 480 residents, around 140 admission enquiries a month spread across the directors, plus daily calls from families. The subject is not care — it sits outside it — but it occupies reception from morning to night.
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The starting point
Families do not call to be a nuisance, they call because they do not know
A family files an admission enquiry, then hears nothing. They call back after ten days, then every five days. Reception answers what it can, which is often "let me find out". Meanwhile the same family has filed with three other homes.
- Admission enquiries scattered across six mailboxes
- No consolidated waiting list at group level
- Families with no news, so families who call
- Home visits booked by phone, one at a time
What gets deployed
Treat the admission as a file, not as a message
- 01
One admission form per home
Published on the group's website, it creates the file with the expected documents. An incomplete file is flagged at submission, not three weeks later.
- 02
The visit books online
Real slots per home, with an SMS reminder the day before. The twenty minutes a day spent booking visits by phone disappear.
- 03
The waiting list becomes visible
Each home sees its own, group management sees all six. A place that frees up can be offered to a family waiting elsewhere — impossible with six mailboxes.
- 04
The family is kept informed
Acknowledgement, file complete, review committee, decision. Four messages that make ten calls disappear.
What it moves
What the setup targets
- 6 → 1
- consolidated waiting list for the group
- ≈ 10
- chasing calls avoided per file
- 0
- visits booked by phone
- 0
- health data in the tool
Go further
The building blocks used
Web forms
Forms on your site that feed directly into the CRM.
DiscoverBooking page
Your availability bookable online, in your colors, on your domain.
DiscoverAppointment reminders
Email, SMS and a notification on the Wallet card — no-shows melt away.
DiscoverCustom objects
Your business applications, with no development: properties, case files, contracts, with segments and automations.
DiscoverWeb pages
Publish campaign and service pages from your CRM, with no developer.
DiscoverFAQ
Frequently asked questions
Do you handle health data?
No, and the setup is designed not to need to: identity, contact details, file progress. The medical record and care plan stay in your specialist software, the only accredited host.
Can enquiries from a national portal be picked up?
Enquiries from a national portal attach to the file by inbound email or through the API. The portal stays the statutory point of submission.
Do families get online access?
A tracking space can be opened, showing what you decide: file status, next step, documents to provide. That is what reduces calls the most.
What exactly does the voice agent do for families?
It answers the recurring questions — visiting hours, admission paperwork, who to contact — from the home's knowledge base, and transfers as soon as the resident themselves is involved. Reception gets its days back.
Can the six homes be kept separate?
Yes: each has its own number, hours, knowledge base and statistics. The group keeps the consolidated view, and a family calling one home is never routed to another.
Another question? Write to us — a human will answer.
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