Bolton at Home is a social housing provider and owns 18,200 homes. It also provides the Careline community alarm services which supports over 6,500 older customers across all tenures 24 hours a day, 365 days a year.

Creating new 24/7 shift patterns enabled the call handling and mobile response provision to better meet increasing and variable customer demand whilst delivering productivity and efficiency gains..

Results

  • Restructuring vital services for their vulnerable customers
  • Ensuring they could reduce complexity, increase efficiencies and support employee well-being
  • Ensuring a quick delivery of a range of optimised shift patterns for their employees to consider
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