Case Study
Providing a seamless mobile
solution
‘Professional, seamless
transition supported by a
committed, dedicated team.
Would highly recommend
this team’
Dominique Kent, Director of Operations
Introduction
The Good care group are an organisation that
provides an expert, professional caring services for
their
elderly
patients
in
their
homes.
Although their head office is based in central
London, the Good Care group offers home care for
elderly people throughout England and Scotland,
therefore have carers that are located across the
country. As a result their carers are reliant on their
mobile devices to keep in contact with their patients
and with the head office to schedule in
appointments and report back following an
appointment with their patient.
The Challenge:
The Challenge



To provide a consistent, reliable
customer service.
To amalgamate their mobile portfolio
into one contract with one bill.
To provide specialist Field management
Software for their mobile devices.
The Solution:

Installation of Specialist software
preparing devices with original numbers
from previous network on to new
smartphones
Products & Services:


Bespoke Software
114 Smart
The Good care Group Case Study
The Good care group were originally with Orange,
but weren’t happy with the level of customer service
they received following the departure of their
account manager. They also had 3 separate
contracts with Orange, which meant they received 3
separate bills, making it difficult to manage their
whole mobile portfolio, costs and usage.
In addition the network were unable to provide them
with the bespoke field management software they
required for their mobile devices, to enable them to
co-ordinate rota’s and support their staff.
Another factor that was important to the Good Care
Group is that they retained all their mobile telephone
numbers, to ensure minimal disruption to the service
they provided to their patients.
rd
23 October 2013
Case Study
The Solution
Welcomm recommended that the Good Care Group move to an O2 tariff, so they could take
advantage of the free O2 to O2 calls, which would offer them a saving across all 114 mobile users.
This tariff would be supported by Welcomm’s customer service, which meant they would benefit from
a dedicated account manager and dedicated support admin team, to monitor their usage and costs
and help them manage their account.
Welcomm were also to convert their previously disjointed mobile portfolio into a single contract with a
single bill, and provide training on how to view this billing online, providing them with a single view
across the whole of their mobile users and their respective costs.
The Good Care Group chose a range of Nokia Lumias for their carers and some Samsung S4’s for
their head office team. These new smartphones not only offered them access to calls, emails and
documents on the move, but were compatible with the software The Good Care Group required to
co-ordinate rotas and schedule appointments.
Welcomm set up all 114 new devices with this new software before they were then shipped
individually to each of the users separate mailing addresses, along with their new O2 SIM card. To
offer the users further support, each device was delivered with a bespoke User Guide that gave them
more information on how to set up their mobile profile and get the most out of their new devices.
The Good care Group Case Study
rd
23 October 2013