Case Study: Cera Care

Transforming home care through technology

About Cera Care

Cera Care is a London-based technology-enabled home care company. Established to allow families to arrange, schedule and manage home care for elderly relatives, it uses an on-demand, digital platform to match people seeking in-home assistance with professional carers.

Growing at a phenomenal rate since opening in 2015, the company has offices in London, Huddersfield and Nottingham, with around 400 people supporting its goal to transform social care throughout the UK.

Changing the world of home care through technology

With 1.4 million older people living in England in need of social care that they don’t currently receive, Cera Care is working to transform the world of home care by supporting elderly people to live where they are most comfortable and happy. In order to do that, it uses technology to match people who need assistance with the right carer for them, whether they are returning from the hospital or in need of palliative support.

“Cera Care is different from other providers in the space because of our focus on technology. We recently partnered with IBM to look at how our carers can use its technology, such as wearables, and we’ve also partnered with companies such as Uber and Deliveroo in the past. We believe that choosing the right care for a loved one doesn’t need to be a burden and, by using the power of technology, we can make that process much simpler and ultimately provide elderly people with the best quality of care and companionship,” said Ben Charalambous, General Manager at Cera Care.

To make it as easy as possible for its customers, including elderly people and their families, to contact Cera Care, it provides them with a range of ways to get in touch, including an online chat function. In 60% of cases however, people contact Cera Care’s Care Advisors via the phone. During these calls, sensitive information about health, medication and medical history is discussed, so it’s vital that the company has a reliable and secure phone system in place.

“The important role that the phone plays in our business meant that when we made the move to Salesforce, we wanted a Computer Telephony Integration (CTI) platform that could operate well within it. Natterbox was the logical choice and has been so simple to implement. We can now easily link calls to account records so that we have details on any interactions all in one place” Charalambous continued.

Data-enhanced care

Capturing information is vital to Cera Care. Not only is it important from an immediate care point of view, but it also helps create a full history of the people it supports.

According to Charalambous, “The personalised and bespoke approach to care that we pride ourselves on relies on collecting and storing information about the people we support. Our use of the latest technologies means that we can do this in an automated and smart way.”

A big part of that process is making use of the information that is collected via phone calls. Capturing these details in a way that makes it quick and easy for Cera Care staff to access makes a big difference to providing care.

“Our previous telephone system was more complex than the Natterbox platform, which meant that finding records of and information from calls was a challenging and time-consuming process. With Natterbox, it’s so much simpler. The recording function and integration with Salesforce means that we can keep the conversations that we have, which are really important, in a place that we can access at all times. And, though it might sound simple, those records are crucially in chronological order, which means carers can make sure they have the latest updates.”

Charalambous continued, “If we do have any issues, Natterbox has its own in-house development team, which means that they can make any changes or fixes really quickly – vital when people’s health and wellbeing is at stake.”

Growing the team

Cera Care has seen phenomenal growth since its inception in 2015, growing on average 50% quarter on quarter. It now has 100 carers in London and another 100 in the North of England. Part of this growth is down to the acquisition of local care providers; affording them access to the Cera Care technology to grow the customer base. This growth means that the company is always on the lookout for new talent to join the expanding team.

Charalambous said, “Putting our best foot forward to recruit the greatest talent possible is so important and, with 90% of carers getting in touch with us via the phone about job opportunities, we need to make a good impression right from the start. Having a reliable phone platform makes all the difference.”

Looking to the future

As well as providing daily care and support to elderly people, Cera Care is focused on studying trends in behaviour, medicine and health deterioration to help find better ways to care for a growing elderly population. It’s predicted that in 50 years’ time, there are likely to be an additional 8.6 million people aged 65 years and over.

Charalambous concluded, “To help prepare for this increase, we’re doing all we can now to collect as much data possible, from as many sources as we have access to. The phone is one of those sources and so the Natterbox platform plays a key part in helping us in our research. In fact, we’re looking forward to the launch of a new transcription technology that Natterbox is working on, which will help us document sensitive information from calls as accurately as possible.

“We’re also very excited about the work that Natterbox is doing to incorporate artificial intelligence into the platform as this will help us spot trends within our data and also in the context of the wider industry. As we continue to expand our business and the important work that we do within communities, the scalability, adaptability and progressiveness of the Natterbox platform will be a key component to our ability to connect with those in need.”

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Key challenges

  • Complicated process to access call recordings
  • Needed a phone system that would integrate well with Salesforce

 

Key features

  • Integration with Salesforce
  • Easy access to information from calls
  • Calls recorded and accessible within Salesforce for carers

“The important role that the phone plays in our business meant that when we made the move to Salesforce, we wanted a CTI platform that could operate well within it. Natterbox was the logical choice and has been so easy to implement. We can now easily link calls to account records so that we have details on any interactions all in one place.”

Key business benefits

  • Using data from the system to support immediate care and ongoing research into future care
  • Reliable system to make the best impression on new talent
  • Exciting new product developments to help make data-driven care even better

“To help prepare for an increase in the UK’s elderly population, we’re doing all we can now to collect as much data possible, from as many sources as we have access to. The phone is one of those sources and so the Natterbox platform plays a key part in helping us in our research.”

 

Download Cera Care Case Study PDF