Results at a Glance
- 167 hours saved per month through automated call documentation and visit confirmations
- 10% more inbound calls handled, even during busy periods
- Faster team communication, with call details shared shortly after calls end resulted in higher staff confidence that everyone could always see the full picture.
The Challenge
Serving Spirit manages a high volume of intake, caregiver, and client calls every day. Before SmartAutomations.Care, documenting those conversations depended heavily on staff writing notes during or after calls, then entering them into the system and notifying the rest of the team.
On busy days, that process created a lot of work.
As Client Care Manager Ashley Donato put it, “It took a lot of manual work to make sure we were always on the same page.”
Why They Looked for a Change
The team wanted better documentation and communication, but without slowing calls down or adding steps. They needed a way to capture and share information automatically so staff could focus on taking action rather than writing notes.
Implementation
Onboarding was quick and straightforward, and the team was comfortable using SmartAutomations.Care within the first week. Once calls began being documented automatically, the response was immediate.
“Everyone was excited. It made it much easier to keep track of everything,” shared Theresa Restaino, Manager of Staffing and Client Operations. “Eliminating adding notes after phone calls was key for us. Work smarter, not harder.”
The Impact
Time saved every month
Serving Spirit saves an estimated 167 hours per month across call documentation and visit confirmation texts. This includes time previously spent writing notes, entering data, creating profiles, sending internal messages, and correcting confirmations.
“That time adds up quickly. It’s hours we get back every week,” said Theresa Restaino.
Documentation that actually happens
Before SmartAutomations.Care, documentation caused team members to work longer days. Today, all calls that should be documented are captured automatically, without relying on memory or end of day catch up work.
“It captures everything and eliminates us having to summarize every interaction,” said Theresa Restaino.
Faster, clearer communication
Call details are available to the full team shortly after a call ends, improving communication and collaboration across departments.
“It helps keep everyone on the same page no matter who took the call or when it happened,” said Ashley Donato.
Better coverage during busy periods
With less time spent documenting and relaying information, the team can handle heavy call volume without losing details. By month three, Serving Spirit was answering 10% more inbound calls without adding headcount.
More accurate confirmations
Serving Spirit communicates regularly with caregivers to confirm their schedules. With SmartAutomations.Care, visit confirmations are faster to send and have less follow up required.
“Confirmations are so much easier now, and the turnaround is much quicker,” noted Theresa Restaino.
The Takeaway
For Serving Spirit, SmartAutomations.Care automated the extra steps that slowed the team down. Calls are documented automatically, information is shared quickly, and the team spends their time taking action instead of catching up.
“It keeps everyone on the same page and in the know about clients and caregivers, no matter the time or place,” said Ashley Donato. “If this disappeared, it would feel like going back to the stone age.”
