Who are they?
EDS (Eyam Domiciliary Service) Homecare Ltd provide community homecare across Derbyshire. Their 70 staff provide care to over 170 adults living at home, and in 2024, celebrated 25 years of business – and switched to Wayv as their communications partner.
What problem did they have?
Managing Director Kate and her husband have undertaken significant changes to modernise EDS’s operations. One upgrade was to install a more efficient phone system, which could consistently support the high levels of service which they pride themselves on. With around 80% of EDS’ communications taking place over the phone, the level of connectivity afforded by the system is vital.
Why did they choose Wayv?
In upgrading to a modern system, EDS saw the opportunity to add features that would make the day-to-day business run smoothly, benefitting both staff and clients.
What key benefits has the Wayv system brought?
- Call recording allows the retention and review of critical information
- Transcript generation of conversations for written records
- Auto-attendant efficiently directs callers to the right person
- Fully flexibility allows smooth transition from office to on the road
More details about EDS & the Wayv solution
Managing Director, Kate, and her husband, Jake, took the business over from her family around five years ago. Since then, they have undertaken significant changes to modernise their operations.
EDS provide a spectrum of services to clients depending on individual needs, helping them to remain at home comfortably, for as long as possible. Their care packages range from everyday care and domestic upkeep to overnight and live-in care, and the team are on call 24/7, all year round. For the management team, who rotate the on-call service, the Wayv mobile app allows smooth transition from the office to being out on the road visiting patients.
Due to the nature of EDS’ services requiring input from a range of other healthcare professionals including GPs, nurses, paramedics and nutritionists as well as social services, there is a large amount of information exchange over the phones. While issues are rare, the call recording tool is incredibly useful at times when fact-checking is required. Additionally, the generation of transcripts in these scenarios provides a solid basis for any discussions that arise regarding what information was shared, and when. The call recording tool also helps EDS to review and maintain accurate records, ensuring their service levels remain high.
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