Case Study: Helping Hands improves resident satisfaction with Esendex SMS Surveys

Improving resident satisfaction levels for social care provider Helping Hands

Helping Hands, a provider of live-in and visiting care services, faced the challenge of collecting meaningful customer feedback to improve its offerings. They needed an easy-to-integrate solution that could send personalized messages, gather responses directly within their existing CRM, and provide measurable insights without requiring any in-house coding expertise. They partnered with communications vendor Esendex to address these requirements.

Esendex implemented an SMS survey solution using a simple-to-integrate API, which connected directly to Helping Hands' CRM to send personalized messages. This allowed the company to gather immediate feedback, with responses fed directly back into their system. The results were significant: Esendex helped Helping Hands send over 15,000 surveys, track satisfaction scores for 140 branches, reduce complaints by addressing issues faster, and increase both brand advocacy and customer trust.

Helping Hands

Belinda Lamacher

CRM Marketing Manager