The Client
Allity is a private equity owned network of 45 residential aged care ‘homes’ located across Queensland, NSW, Victoria and South Australia and is among the most respected and established providers within the Australian aged care industry. Every Allity home aspires to be a place where residents can continue to share everyday experiences with their families, make it their own and maintain active and rewarding lifestyles in the way that is meaningful to them. Allity’s vision is to ‘Change the Face of Aged Care.’
The Challenge
Having mapped the end-to-end journey for its customers with Strativity Group as part of an earlier engagement (involving research with residents, next of kin and staff), Allity now sought to redesign the enquiry and tour journey phases to maximise sales conversions of aged care residences, improving occupancy rate (the key driver of profitability in aged care homes). The 2017 project was called “Allity Signature Experiences”.
The Approach
Strativity’s approach included a detailed design of each touchpoint of the enquiry (9) and tour (17) process, simultaneously developing employee scripting, sales training content, storyboards and video content to assist employees to deliver consistently exceptional, Allity Signature Experiences.
The Results
23 separate project deliverables combined to fully leverage Allity’s customer experience principles and clearly demonstrate the difference between good service and target state experience delivery to all employees. The content was systematically embedded into change communications, induction and educational programs, decreasing the risks associated with inconsistent experience delivery.
