Industry:
Health & wellness
Founded:
2018
HQ:
Waco, Texas
Previous provider:
Nextiva, RingCentral
Cornerstone Caregiving provides in-home, non-medical care to seniors in dozens of cities across 15 U.S. states, with expansion to new markets in the works.
As people age, they often face issues like dementia, assistance with activities of daily living (bathing, eating, personal hygiene, etc.) or limited mobility that make it difficult to remain in their homes. Cornerstone Caregiving provides a full complement of 24/7 services to help seniors stay at home longer, from medication reminders and meal prep to transportation and companionship.
OpenPhone integrations used:
The challenge
Cornerstone Caregiving, a 24/7 on-call caregiving service, struggled to find a business phone system that met their unique needs. They tried solutions like Phone.com, RingCentral, and Nextiva. But each time found their enterprise solutions to cause more headaches than relieve them.
"The nature of what we do is not 8-5, it’s 24/7. So we constantly have someone on call," says Director of Development & Operations Jessie Grant. "And who is on call rotates, because if you’re on call all the time and getting calls in the middle of the night, that’s going to burn you out pretty quickly."
Cornerstone Caregiving needed a phone solution that allows staff to share a phone number so that they could quickly and easily dispatch a caregiver to the client's home.
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Jessie Grant
Director of Development & Operations at Cornerstone Caregiving
The solution
While searching for a better solution, Jessie found OpenPhone. The ability for staff to share phone numbers was the initial spark of hope for the team, who had tried to solve these problems by having a physical "on-call" phone that managers would pass off to one another at the end of their shift.
OpenPhone’s call recording and conversation history features promised to keep team members in the loop and offer ample opportunities to elevate their quality of service.
Then there was the added benefit of text message snippets, which would improve their productivity and — more importantly — remain in compliance with insurance regulations.
The impact
In addition to the ability to share phone numbers with OpenPhone, Jessie and the Cornerstone team have further tamed the chaos of their operations with other features, like do not disturb and business hours, that allow for employees to fully disconnect when not on-call, helping them avoid burnout.
Call recording and conversation history have proven to be instrumental for Cornerstone, too. “Instead of someone having to recollect the call that happened at two in the morning, the person who wasn’t on call can go back and listen to the phone call recording and get filled in on exactly what happened," says Jessie. "It allows for the team to be a lot more cohesive and efficient."
As Cornerstone Caregiving expands into new cities, OpenPhone will be an important part of its communications stack. For Jessie and her team, OpenPhone’s simplicity allows them to get set up quickly, whether that means outfitting an entirely new office with client communications capabilities or onboarding new caregivers.
Cornerstone Caregiving provides in-home, non-medical care to seniors in dozens of cities across 15 U.S. states, with expansion to new markets in the works.
As people age, they often face issues like dementia, assistance with activities of daily living (bathing, eating, personal hygiene, etc.) or limited mobility that make it difficult to remain in their homes. Cornerstone Caregiving provides a full complement of 24/7 services to help seniors stay at home longer, from medication reminders and meal prep to transportation and companionship.
"OpenPhone really allows us to focus on what we do, and not be stuck in the details."
Jessie Grant
Cornerstone Caregiving, a 24/7 on-call caregiving service, struggled to find a business phone system that met their unique needs. They tried solutions like Phone.com, RingCentral, and Nextiva. But each time found their enterprise solutions to cause more headaches than relieve them.
"The nature of what we do is not 8-5, it’s 24/7. So we constantly have someone on call," says Director of Development & Operations Jessie Grant. "And who is on call rotates, because if you’re on call all the time and getting calls in the middle of the night, that’s going to burn you out pretty quickly."
Cornerstone Caregiving needed a phone solution that allows staff to share a phone number so that they could quickly and easily dispatch a caregiver to the client's home.
Jessie Grant
"Sometimes a client would contact a manager who wasn’t on call or not use the main number," says Jessie. "Things were slipping through the cracks."
When everyone was responsible for their own phone number, it also didn’t allow people to be fully “off” when they weren’t on call. Managers would often receive voice and text messages in the middle of the night to their individual phone numbers, instead of those calls going to a shared, main line that everyone could access.
Some offices tried to solve these problems by having a physical "on-call" phone that managers would pass off to one another at the end of their shift. That kept client conversations in context and allowed team members to truly be offline when their shift was over, but it presented some obvious logistical challenges.
Cornerstone Caregiving realized they needed an always-on solution that allows multiple people to staff a shared phone number in shifts to field client and caregiver texts and calls. That way, after a call comes in, their office can dispatch a caregiver to the client’s home. They also needed a business phone system with at least two dedicated numbers for each office. They wanted a main line clients can call or text to request caregiving services. Plus, a separate, shared number the office can use to dispatch, schedule, and recruit caregivers.
They required a platform that supports both incoming and outgoing communications, and offers 24/7 access to multiple team members. The system also had to be reliable — someone’s care hangs in the balance.
While searching for a better solution, Jessie found OpenPhone. The ability for staff to share phone numbers was the initial spark of hope for the team, who had tried to solve these problems by having a physical "on-call" phone that managers would pass off to one another at the end of their shift.
OpenPhone’s call recording and conversation history features promised to keep team members in the loop and offer ample opportunities to elevate their quality of service.
Then there was the added benefit of text message snippets, which would improve their productivity and — more importantly — remain in compliance with insurance regulations.
In addition to the ability to share phone numbers with OpenPhone, Jessie and the Cornerstone team have further tamed the chaos of their operations with other features, like do not disturb and business hours, that allow for employees to fully disconnect when not on-call, helping them avoid burnout.
Call recording and conversation history have proven to be instrumental for Cornerstone, too. “Instead of someone having to recollect the call that happened at two in the morning, the person who wasn’t on call can go back and listen to the phone call recording and get filled in on exactly what happened," says Jessie. "It allows for the team to be a lot more cohesive and efficient."
As Cornerstone Caregiving expands into new cities, OpenPhone will be an important part of its communications stack. For Jessie and her team, OpenPhone’s simplicity allows them to get set up quickly, whether that means outfitting an entirely new office with client communications capabilities or onboarding new caregivers.
Join thousands of businesses already using OpenPhone to communicate better with their customers.
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