A New Era in Care: Barchester’s Digital Revolution
We replaced disconnected workflows with a unified digital enquiry management system to deliver streamlined lead management and automated communications.
We replaced disconnected workflows with a unified digital enquiry management system to deliver streamlined lead management and automated communications.
Barchester Healthcare is one of the largest independent care providers in the UK, specialising in premium and personalised healthcare for more than 13,000 residents across over 250 Care Homes & Hospitals. Their services cater to a variety of resident and patient needs, and they have a reputation for running some of the best reviewed care homes with top class facilities, distinguishing them from competitors.
Barchester embarked on a digital transformation to modernise their processes, with the goal of enhancing resident and patient experiences while driving greater operational efficiency. They envisioned giving each of their care homes a single, unified source of information to improve management and strengthen communication.
Phase 1 of the Barchester self-titled ‘ConneX’ project focused on implementing Salesforce Sales Cloud to streamline their enquiry management process, alongside Marketing Cloud, with further development planned for future phases. The internal systems were integrated with their website and third-party referral suppliers, supporting seamless lead generation from the website to the ‘ConneX’ system.
Created a single contacts and accounts database for all care homes nationwide, with editable address books for each home, providing one consolidated point of information.
Integrated leads from multiple sources directly into Salesforce, allowing Barchester to act on them promptly and efficiently.
We deployed an agile delivery model, utilising two-week sprints to facilitate continuous feedback and client involvement in decision making. User Acceptance Testing (UAT) was enhanced through personalised Jira dashboards, replacing complex spreadsheets and providing clear management insights, earning praise as the best build and implementation Barchester has experienced.
Transitioned communications to become automated through Salesforce, enabling centralised and efficient distribution of marketing materials.
To address potential change management challenges, the team prioritised regular face-to-face meetings
and progress sessions to present updates, which helped build confidence with future phases and
streamline sign-offs.
By digitally automating key steps in the customer journey, from enquiry through to admission, we streamlined processes and reduced manual effort. Leads from multiple care brokerages and websites are now automatically captured in Salesforce, for faster, more efficient enquiry management.
51%
increase in showround volume
59%
reduction in enquiry to admission time
45%
less time to showround
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