Antara Senior Living is a premium elder-care community known for offering holistic well-being services. With an increasing resident base, they sought a solution that could enhance communication, streamline queries, and improve resident satisfaction across touchpoints.
Challenges:
Growing number of resident queries and family requests were overwhelming the on-ground staff.
Traditional voice-based support created bottlenecks and delays.
Antara wanted a personalized yet scalable system to handle multi-channel interactions while retaining empathy and care.
Infoneoo’s Solution:
Designed a 24/7 omnichannel support desk to manage resident queries via voice, email, and WhatsApp.
Trained agents specifically in empathy-driven communication, aligning with Antara’s core values of care and trust.
Implemented analytics dashboards to monitor response times, sentiment, and feedback trends.
Execution:
Created a dedicated support team within 4 weeks, blending automation with live support.
Introduced intelligent call routing, ensuring high-priority family calls were answered within 60 seconds.
Conducted quarterly training sessions to align with Antara’s evolving resident care standards.
Results:
30% reduction in response time across resident and family queries.
92% positive feedback rate from residents and caregivers.
Staff productivity improved by 25%, allowing them to focus more on on-ground care.
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