Case Study: Hibernia Home Care improves call response times and client reassurance with Solgari

Hibernia Home Care answers calls in under 40 seconds with Solgari

Hibernia Home Care, a provider of in-home support for the elderly and people with disabilities in Ireland, faced a critical challenge as its old phone system was failing. The system resulted in dropped calls, a lack of human reassurance for vulnerable clients, and no visibility for managers, which led to eroding trust and rising complaints. They turned to Solgari to implement a cloud communication solution integrated with Microsoft Teams.

By deploying Solgari, Hibernia Home Care gained time-based and presence-based routing, advanced reporting, and multi-channel communication via SMS and WhatsApp. The results included calls being answered within 30-40 seconds, a dramatic drop in complaints, and restored staff confidence. The measurable impact allowed Hibernia to double in size, with Solgari providing the scalability for future growth and the integration of AI-powered tools for more empathetic client engagement.

Hibernia Home Care