Initial Challenges
Careium, a leading telecare provider, faced growing demands to enhance service quality while addressing operational efficiency. The primary challenges included:
High Manual Workload: Delivering proactive care through in-person checks and manual calls was time-intensive, limiting their ability to reach all service users effectively.
Limited Coverage: With current resources, extending services to users who previously lacked check-ins due to calling limitations was unfeasible.
Service Consistency: Ensuring the functionality of alarm systems for thousands of users and providing absence coverage for scheme managers was challenging with traditional methods.
Yokeru’s Implementation
Yokeru introduced an AI-powered, automated calling platform that transformed Careium’s service delivery. The solution included:
Proactive Communication: Automated welfare checks, medication reminders, satisfaction surveys, and “request to test” calls to monitor alarm system functionality.
Tailored Messaging: Personalised calls delivered via phone or text, with options for spoken or keypad responses, ensured accessibility for all users.
Seamless Integration: Yokeru’s platform blended AI calls, SMS, and operator checks, freeing up staff for high-priority tasks.
Process and Setup
The implementation process was smooth and efficient:
Monthly satisfaction and installation surveys were launched for four local authorities (Croydon, Central Beds, Cumbria, and Oxford).
Request-to-test services were expanded to private customers and housing associations like Orwell Housing.
Daily welfare checks reached over 2,500 individuals monthly, ensuring safety and well-being.
100,000+ proactive calls
769 days of operator time saved,
with each automated call reducing workload by 3 minutes, enabling staff to focus on high-priority and complex support cases.
2,500+ daily welfare checks
conducted monthly through automated calls and text messages, ensuring the safety and well-being of users with minimal manual intervention.
Achievements
Efficiency Gains: Automated calls significantly reduced the need for manual operator work, improving productivity and service delivery.
Extended Service Reach: Freed-up resources allowed Careium to support previously unserved users and ensure comprehensive care.
Enhanced Safety: Request-to-test calls ensured alarm systems were functioning correctly, adding an extra layer of safety.
Service Consistency: Absence coverage for scheme managers became a highly valued feature, supporting Careium’s clients.
“I can confidently say that Yokeru has revolutionised our operations. It has empowered us to deliver calls at an unprecedented scale, something we couldn't achieve with traditional in-person checks. Yokeru's platform is exceptional in its ability to promptly and extensively send emergency notifications. The willingness of Yokeru to develop their service with us, with our end users’ safety and wellbeing at the forefront of thinking, has been impressive."
Gary Clark - Technical Director
Recommendation
“Yokeru has been a game-changing addition to our services.”
- Gary Clark
