Initial Challenges
Alcove struggled with the growing number of required follow-up calls after a device installation. The team couldn’t keep up, leading to a backlog of customers who hadn’t been contacted for weeks.
This backlog put their KPIs at risk and left many customers without essential follow-up calls, potentially leaving them with equipment that wasn’t working properly.
Hesitations
Initially, local authorities (Alcove's clients) were concerned that vulnerable end users might mistake the automated calls for spam or they would not be suitable for the calls. However, once calls started running, they were reassured that the client based found the calls both reassuring and easy to use.
Yokeru’s Implementation
Yokeru implemented an AI-driven calls to the post-installation calls. Alcove selected from refined templates provided by Yokeru for the follow-up process. The setup took less than 30 minutes, making it quick and seamless.
Once the calls were up and running, Alcove quickly saw the positive impact on service users, and client concerns faded as they witnessed the benefits first-hand.
8,714 calls made, effortlessly
436 hours saved so far
The automated system freed up substantial time, allowing staff to focus on urgent tasks and provide better support to service users.
67%+ engagement rate
Service users found the calls easy to engage with, resulting in overwhelmingly positive responses.
Achievements
Yokeru’s automated calls dramatically increased capacity for Alcove, reducing the need for two full-time staff members to handle post-installation follow-ups. Kerri mentioned that automation saved nearly a week of work each month that would have otherwise been spent on manual reviews.
The system also improved customer service. “We are getting more compliments than we’ve ever had as a result of the Yokeru calls. We’re also able to hear quickly about any concerns, whether small or large, and act on them immediately,” Kerri shared.
Yokeru’s automation ensured TSA compliance, caught issues early, improved response times, and generated valuable customer feedback, enhancing the overall experience.
“I can see that it’s a worthwhile investment. We’ve saved nearly a whole week’s worth of work per month. And now we can show our customers, and our local authorities, that we are interacting with the customers and getting real-time feedback.”
Kerri Robinson - Head of Operations
Recommendation
Kerri explained,
“You could apply Yokeru calls to endless industries and businesses—anywhere you have to make lots of phone calls and say the same thing repeatedly.”
Claire also added,
“If you've got to make phone calls and need to interact with people at scale, Yokeru can be applied to anything.”
