Client Experience Alerts - Early Wins in Connecticut!

Hi Team!

We’re excited to share that our Client Experience Alerts (CEAs) have
officially rolled out—and we already have a major win within the first few
days!

A huge shoutout to Brittany Dudics for submitting a CEA related to a
Caregiver Match Issue. In this case, the client’s wife expressed that the
caregiver was oversharing personal ailments and stories, which had become
overwhelming.

Before reaching out to the client, Audra connected with Brittany to gather
the full picture and confirm our plan. Together, they coordinated with
the Caregiver Manager on next steps for restaffing. From there, Audra
called the wife to express our concern and appreciation, reviewed our plan
to resolve the issue, and then looped back with the entire team
including Lilian,
Area Sales Manager, to close the loop.

This was a fantastic example of cross-team collaboration, quick response,
and proactive communication. It also became a great coaching opportunity
for the caregiver while reinforcing the importance of strong relationships
with our clients and their families.

Because of Brittany’s professionalism and responsiveness, the wife
expressed great confidence in her and deep appreciation for the ongoing
support she provides. The Connecticut team jumped in immediately to develop
a solution, restaff the case, and provide education to the current
caregiver.

And the follow-up didn’t stop there:

   -

   Brittany scheduled a check-in call on Sunday with the wife to ensure the
   new caregiver was a great fit.
   -

   She scheduled a home visit on Monday to make sure the family continued
   to feel supported.
   -

   Mary Jo, Regional Caregiver Manager, also followed up with the new
   caregiver for feedback and additional coaching.

This is exactly the kind of responsiveness and teamwork our CEAs are
designed to highlight; identifying issues early, creating solutions
quickly, and strengthening relationships in the process.

We’ve included a screenshot below to show what this particular CEA entry
looks like in Salesforce.
[image: image.png]

As a reminder, Audra, Megan and I are here to support you with any
questions, documentation, outreach, or solutions you may need as you begin
using CEAs.

Thank you, Brittany and the entire Connecticut team, for leading by example
and showing how collaboration drives exceptional client experiences!

Bridgett Scherer

Director, Client Experience | TheKey

Mobile: 425.429.1064

<http://www.thekey.com/>