LeadingAge Streamlines Its Communication Chaos
Ricochet found that LeadingAge received 22,000 inquiries a year, many unanswered, and built a service strategy to address an estimated 45,000 hours of lost productivity each year.
What was holding LeadingAge back?
LeadingAge has 5,300 members, nonprofit providers of aging services across the nation. Its website lacked even a basic Contact Us page, so members and the public reached out to staff directly for help. As the organization grew, that approach overwhelmed staff and response rates declined. LeadingAge turned to Ricochet to find a better way to handle the questions coming in.
What did Ricochet build?
Ricochet analyzed inbound requests and found 22,000 inquiries a year arriving by phone, email, mail, social media and even fax. A significant portion went unanswered, and the interruptions cost staff an estimated 45,000 hours of productivity each year. Ricochet built a service strategy based on industry best practices. It covers staffing and training plans, sets standards for responses, upgrades phones and adds a new ticket system, and updates internal processes with response goals and expense estimates.
What changed for LeadingAge's members?
The plan gives members who contact LeadingAge a clear path to an answer. With a ticket system and upgraded phones, questions get tracked instead of lost, and standardized responses help staff reply to common questions faster. Response performance goals and analytics standards let LeadingAge measure how well it serves members. Productivity projections show how much staff time the plan can return to member work.
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