Initial Challenges
As the UK’s leading provider of digital telecare and Technology Enabled Care (TEC) services, Appello supports over 50 local authorities and over 280,000 vulnerable service users. To maintain high-quality support, accurate and timely feedback was essential, but traditional methods posed significant challenges:
Low Response Rates: Postal surveys had low engagement and were costly to administer.
Delayed Feedback: Processing times stretched over months, delaying insights and action.
Digital Exclusivity: Email surveys excluded non-digital users, limiting the reach.
Resource Intensive: Traditional surveys consumed considerable time and resources.
Yokeru’s Implementation
Yokeru introduced an automated feedback solution that transformed Appello’s survey process, achieving unprecedented efficiency and engagement.
Automated Surveys: Appello was able to conduct 5,500 surveys within a week using automated calls powered by AI, reaching more tenants than ever before.
Dynamic Feedback Collection: Regular, automated surveys provided accurate, up-to-date insights into tenant satisfaction.
Rapid Analysis: Yokeru’s solution enabled Appello to receive detailed reports within days, empowering them to take swift, data-driven action.
Process and Setup
Yokeru’s AI-assisted phone calls invited tenants to provide feedback through concise conversations, collecting responses via speech and keypresses.
Transcription and analysis were automated, and comprehensive reports were ready within days. Appello received ongoing support from Yokeru to ensure smooth implementation and optimal use of the platform.
8x Higher Response Rate
Yokeru’s solution achieved a 40% response rate—significantly higher than previous methods.
Cost Efficiency
The platform delivered a 470% return on investment (ROI), allowing Appello to survey four times as many service users at the same cost as traditional postal surveys.
Time Savings
Surveys that previously took months to complete were now finished within a week.
Achievements
1. Live Feedback Collection: Yokeru’s automated system provided Appello with continuous, real-time feedback from tenants, allowing them to gain up-to-date insights into service quality. This live feedback enabled Appello to spot trends and make timely adjustments, ensuring they could proactively address tenants’ needs and improve overall satisfaction.
2. Environmental Benefits: By shifting from paper-based surveys to automated calls, Appello reduced its paper usage, aligning with environmental goals and reducing waste. This eco-friendly approach also streamlined the feedback process, proving that automation can enhance sustainability while boosting efficiency.
"Working with Yokeru we have seen real progress in how we obtain dynamic feedback from service users, which will enable us to enhance our service offerings. Call based surveys will empower us to gather insights quicker than ever before and have a positive environmental impact. We are looking forward to working further with Yokeru to embed these processes into our business further."
- Gill Atkey, Monitoring Services Director
Yokeru’s automated communication platform has transformed Appello’s feedback collection process, achieving high response rates, reducing costs, and enabling near-immediate access to insights. This case study demonstrates how automation can significantly enhance telecare operations, making feedback collection more efficient and impactful.
Ready to transform your feedback collection process? Contact us today to learn how Yokeru can help you automate repetitive tasks and boost operational efficiency.
