February 26, 2019
ROCKVILLE, MD–In a multi-month study with short-term rehabilitation guests and staff at The Village at Rockville—A National Lutheran Community, PrimroseIntel used its voice-first customer engagement platform to increase customer satisfaction and dramatically improve staff efficiency.
Primrose, the company’s namesake platform, harnesses Amazon’s Alexa to engage guests with seamless, intuitive, and personalized interactions. The platform is a collection of enterprise solutions—a mobile application for caregivers to triage assistance requests, a management dashboard with key performance indicators, and an intuitive voice-first artificial intelligence for guest interaction.
Guests can instantaneously communicate requests to the nursing staff, access information about The Village at Rockville services and staff, and get up-to-date listings for events and menus. Primrose engages with guests more quickly and accurately than other traditional methods. The immediate feedback provides faster response times and greater peace of mind. This, in turn, increases customer satisfaction.
An exit survey revealed that guests and staff gave Primrose a net promoter score 85 points higher than the existing call bell system. Net Promoter Score®, or NPS®, measures customer experience and predicts business growth.
One guest remarked that “staff know exactly what I want and respond more quickly and with a better attitude.” Similarly, one of the rehabilitation nurses said, “Even when I am with another resident, if an urgent request comes in, I can pause what I am doing and take care of the request first.”
PrimroseIntel provides innovative solutions to simplify senior care operations. The Primrose communication platform provides a seamless experience for customers by allowing them immediate access to information and streamlined communication with staff. The platform reduces staff time spent on low-value tasks and empowers them to engage in other high-value job duties. Additionally, immediate feedback provides customers with faster response times and greater peace of mind.
The Village at Rockville—A National Lutheran Community in Rockville, MD, is a Continuing Care Retirement Community that offers independent living, myPotential short-term and outpatient rehabilitation, respite, long-term nursing care, hospice, assisted living and memory support.