Initial Challenges
With the shift to a digital network, Progress Lifeline needed a reliable way to ensure telecare alarms were functioning properly, especially for users who hadn’t recently activated their pendants.
According to TSA guidelines, proactive ‘alarm test’ calls are essential for users who might have unreported technical issues.
However, the monitoring centre’s capacity was stretched, handling roughly 1,000 manual calls monthly for equipment checks while balancing emergency responses.
Yokeru’s Implementation
Yokeru’s platform provided an AI-driven, automated solution that transformed the equipment testing process:
Automated Call Handling: Each month, Progress Lifeline uploads a list of service users, a process that takes one operator just a minute to complete. They specify call times and press ‘start,’ initiating automated calls.
Scheduled Call Distribution: Yokeru handles over 100,000 calls per hour but ensures calls are evenly spaced to avoid overwhelming the monitoring centre, prioritising off-peak times to maintain smooth operations.
Real-Time Equipment Testing: During the call, tenants are prompted to test their alarms, allowing Yokeru to track responses and flag any equipment issues instantly.
Process and Setup
Progress Lifeline’s team uploads a monthly list of service users to Yokeru, a task that takes one operator about a minute. Once uploaded, they specify call times and initiate the automated system.
Yokeru’s platform then schedules and distributes calls evenly, avoiding peak times to maintain a steady workflow.
This streamlined setup allows for immediate, large-scale equipment testing without requiring manual calls, enabling rapid deployment and efficient operation.
60% Response Rate:
77% Completed Alarm Tests
Among the users who answered, 77% completed an alarm test, confirming the functionality of their telecare equipment and enhancing confidence in equipment reliability.
23% Equipment Issues Detected
The automation identified that 23% of responding tenants had potential equipment issues, allowing for immediate intervention. This proactive approach helped prevent disconnections or undetected equipment malfunctions, ensuring tenant safety and connectivity.
Achievements
Reliable, Real-Time Communication: Yokeru’s system allows Progress Lifeline to carry out consistent, automated equipment checks, helping to identify and address issues quickly without requiring manual calls.
Increased Operational Capacity: Automating over 1,000 monthly calls has enabled Progress Lifeline to reallocate resources, dedicating more time to emergency response and critical cases, thus enhancing service quality.
Improved Tenant Safety: The automated system immediately alerts the monitoring centre to any potential issues, enabling prompt intervention for tenants when necessary, increasing overall safety.
Environmental Benefits: The shift to digital automation has eliminated the need for paper records, reducing waste and supporting Progress Lifeline’s sustainability goals.
“Honestly, I cannot fault the product or the potential that it has in the telecare field!”
– Barry, Technology Development Lead, Progress Lifeline
Yokeru’s AI-powered solution has enabled Progress Lifeline to ensure continuous tenant safety through proactive communication and equipment checks. By leveraging automation, Progress Lifeline maintains high standards of care, demonstrating the effectiveness of technology in transforming telecare processes.
Ready to transform your Alarm Testing process? Contact us today to learn how Yokeru can help you automate repetitive tasks and boost operational efficiency.
