The world is constantly evolving and sometimes it’s tricky trying to keep up. While aged care is generally a slow service to evolve, that doesn’t mean it’s exempt from change. Customers now expect a digital and uncomplicated experience, but for providers this can be really challenging to deliver. 

We’ve seen many projects falling into the proof of concept graveyard and never really coming to fruition, so how do you bring a vision of a digital customer experience into the real world?

At Hayylo, we’ve enabled 65,000 aged, disability and community care customers across Australia to connect better with their providers, families, and communities, all thanks to our intuitive multi-channel communication platform. With an approval rating of over 80%, the transition might not be as difficult as you think.

To make matters simpler, we’ve created a 3-step implementation strategy to turn a vision into a reality.

Step 1 – Choose Hayylo

Hayylo is 100% focused on the Aged, Community and Disability Services sector. And we know that by adopting Hayylo into your day to day – we can truly make a difference to not only your team, but to your customers and their wider Circle of Care network. Hayylo is not simply a Client & Family Portal. And we’re also more than just a mobile app. That’s because we understand this industry and that it takes more than both of those things to meet this evolving and complex domain.

What is Hayylo?

Hayylo is a multi-channel communication platform, allowing for a tailored communication experience that meets your customers unique and varied preferences – not just for those who feel comfortable navigating a smartphone and an app. We do more than just a Social Feed. We integrate tailored IVR communication, SMS, Push Notifications, Email and a Mobile branded App – to complete the full circle of communication options and preferences in how we need to engage with your customer base.

We take great pride in being an industry leader and influencer in this domain – enabling providers to not only bring immediate efficiency in being able to operationalise communication, but by doing that whilst enabling you to meet your customers on their terms.

Hayylo even integrates with 90% of existing provider’s systems and processes that are already in place, simplifying administrative practices for staff and freeing up time that would otherwise have been spent answering phone calls for common questions. From our experience, our multi-channel communication approach reduces inbound calls by over 25%.

Another reason for our successful projects is that choosing Hayylo means choosing a purpose-fit platform that is designed for community, disability and aged care providers

Digital customer experience deployment with Hayylo at Goodwin Aged Care

Step 2 – Making It Happen

Once the decision has been made, it’s time to hit the ground running. We like to see things through to the end – not just stop at a Pilot or a Proof of Concept. After all – why go through all that change if we can’t see the end result? That’s an exhausting and expensive process for everyone. We have a 100% success rate in deploying Hayylo across businesses and we intend to keep it that way.

Getting to the go live is easier than you’d think. We’re seasoned professionals at Integration, Data Mapping, Mobile App Configuration and Deployment and Change Management. After all – the whole point is to ensure we can get Hayylo operationalised for your team as fast as possible, in a sequence that’s well managed and makes sense to both your team and your customers. We’ve got this down to a fine art – and in about 3 months (or less!) we have you up and running!

Hayylo is designed to be as user-friendly as possible, which means nearly no training is required to use the platform. They say you can’t teach an old dog new tricks, but in this case, no new tricks are necessary. Hayylo meets your customers on their own terms; so when it’s time to invite your community, we’ve got you covered to spread the word and ensure that customers see the value in the solutions provided to them. 

That’s why our implementations have been received well by customers and staff alike. Hayylo has achieved an over 80% approval rating by customers, with 50% choosing Hayylo as their preferred communications method. It’s the transformation of a lifetime in 12 weeks, thanks to our cloud technology.

Average multi-channel project implementation phases and timeline

Step 3 – Remaining Persistent

We know it isn’t easy to break old habits. It’s easy to fall back into the way things have always been. At Hayylo, we have a deep understanding of community care meaning our platform is purpose built and customer focussed. We ensure that roll-out is smooth, customers are happy, and give tools to make the provider persistent with the new channels. 

As the old adage goes, persistence is key. With a better experience on day to day tasks, 60% of users report better reply times and 45% say that they feel more connected. Choosing Hayylo is not just about investing in the customer, but it’s investing in the staff, and the future of community care.

Project Manager Hayylo Tania Mason

Collaboration is the best avenue to project success. When there is teamwork and collaboration, wonderful things can be achieved. Our project team will work with you, to combine problem solving with innovation and ultimately develop an actionable plan with real-life deliverables and results

Tania Mason, Hayylo’s Project Manager

We believe in working smarter, not harder. With Hayylo’s new approach to customer services and communications, providers spend less time on tedious administrative tasks and more time doing what they do best: providing care. 

Hayylo removes the confusion involved in digitising community care with our tried and tested software, so the only thing a provider has to do is make a decision. A decision to turn their visions of modern community care into a reality.

Get future-ready and try Hayylo today.