Case Study: The Arbor Company achieves lifesaving connections between seniors and families during hurricanes with CallRail

How The Arbor Company Connected Seniors with their Families During a Hurricane Crisis

The Arbor Company, an Atlanta-based manager of senior-living communities, faced urgent communication breakdowns when Hurricanes Harvey and Irma knocked out local phone and internet service while residents were being evacuated. With families desperate to locate and reassure loved ones, The Arbor Company turned to CallRail — leveraging its call-tracking numbers and automated transcription service to create emergency hotlines and receive messages despite local telecom outages.

Using CallRail, the team spun up offline tracking numbers and recorded messages in minutes, routed calls (including dedicated hotlines and a master 800 number for seven Florida communities), queued high call volume, and had voicemails transcribed and emailed to staff for rapid relaying. The system processed more than 2,000 incoming calls, delivered near-immediate message transcripts, restored a vital lifeline between residents and families, and proved so effective The Arbor Company plans to maintain a permanent downtime hotline with CallRail.

The Arbor Company

Chris Harper

Vice President of Communications