Nurse Next Door’s home care services platform is miles ahead of the competition and gaining momentum
Those who get into the business of caring for seniors want to do just that — care for them. It’s the rewarding part of the home care business. But with the hefty administrative side of most such businesses, the joy can get lost amid paperwork and scheduling. This is why we spent more than five years and at least $1 million creating our without-peer care services platform: We want the big-hearted people who get into this business to be happy and fulfilled, not burned out and frustrated.
A hub that anchors everything and everyone
We’ve determined that our around-the-clock call center saves our franchise partners, on average, 237 hours per month in answering and making client calls, scheduling caregivers, following up with customers and answering emails from clients. That amounts to 10 full, round-the-clock days — time that can be spent instead caring for seniors or marketing the business.
“You cannot connect with people from behind a desk,” says Arif Abdulla, vice president of U.S. operations for Nurse Next Door.
Those same services, should a business owner have to cover them, would cost considerably more than the seven percent of gross sales Nurse Next Door charges to provide them. It’s why our Net Promoter Score (one of the industry’s key customer service metrics) is a phenomenal 70 — on par with other world-class brands.
Another critical part of the Care Services Platform is a software package that tracks usable data on hold times, call volume, email traffic, client needs and successful outcomes. Our franchise partners don’t have to track metrics, nor do they have to wonder how their caseload stacks up to last month’s or last year’s. We have the data constantly updated and available for all our partners.
Beating the variability of the market
Our system helps insulate our franchisees against fluctuations in the economy. With other home care businesses, a dip in client load might mean that the business has to lay off a scheduler, which could lead to having even fewer clients. That kind of hiring and firing eats away at time, staff quality and business effectiveness — and it’s frustrating. Our “HeartQuarters” takes care of all the hiring and training of the call center staff, relieving the franchise partners of that huge responsibility.
A system that works for franchisees
Our Call Services Center is not an answering service. We’re a dedicated scheduling center with around-the-clock shifts, and we are the only home care business that offers this for the entire life of a Nurse Next Door franchise. Our team really gets to know our franchise partners, caregivers and customers: Which client calls at 10 a.m. on Tuesdays to arrange her weekly trip to the senior center; which caregiver has odd schedules; which partners want regular conference calls.
Finding a better way
Our call center specialists build relationships with clients because they stick around much longer than employees in other call centers. Call center turnover rates generally hover at around 75 percent; ours is less than 10 percent over the past three years. That continuity is extremely important for clients and franchisees because it fosters communication and makes for consistent service, giving our franchise partners a massive competitive advantage. It builds intimacy in a business that requires it.
But the platform’s real importance is to our franchise partners. It means the difference between a crushing work life and a fantastic one. With the Care Services Platform, our partners don’t have to sleep with their cell phones. They don’t have to work 16-hour days. They can live balanced lives — the kind Nurse Next Door provides for clients and their families. The platform ensures that compassionate and skilled home care business owners keep their businesses running smoothly and the care flowing for years.
If this sounds like your kind of business, we want to hear from you. In a little more than a decade, we’ve grown to dominate the home care industry in Canada and begun a rapid, aggressive expansion in the United States. Fill out the form on this site, download and digest our free franchise report and let’s start talking!