Customer Journey Series:
The Coffeys – 0 to $2M
Could this be you? Take a home care journey with this adventurous couple.
This is a composite customer based on several real-life Rosemark clients to show you how Shoshana Technologies and its customers interact.
Customer Journey Series:
The Coffeys – 0 to $2M
This is a composite customer to illustrate the kind of company that Shoshana Technologies is.
0 – $2m
The Coffeys’ Journey
Marilyn Coffey considered herself a mildly successful business woman. However, the first business she founded was unsuccessful. Several factors contributed to the lack of success. Some factors were clear culprits, such as location. Others were more speculative. It could have been the industry (it was a retail company selling home furnishings). It could have been because she was taking on so much all by herself. It could have been that her heart just wasn’t in it.
Her husband, Harvey Coffey, retired from the military at the age of 41. Considering his wife’s recent regroup from her home furnishings business, he often worried where life was going to take him next.
There was also stress beyond their professional lives. Harvey grew up in the small town of Springfield where his parents still live. Harvey and Marilyn supported his parents in their own home. They loved caring for them during their visits every other week. At first, the two and a half hour drive was a pleasant trip they often looked forward to. Unfortunately, the needs of his parents became greater and greater as time went on. As their trips became even more frequent, their responsibilities began taking a toll on their marriage and health.
“In spite of the hardships and realities of their aging parents, they saw how important the home care agency and their caregivers were to their parents. They loved the idea of helping the aged and – seeing in the late 90’s that the retiring baby-boomers were on the horizon – Marilyn and Harvey decided to open a homecare agency of their own.”
A Dependable Home Care Agency
They inevitably came to terms with reality. They needed to find a dependable homecare agency in Springfield. After trying out two different agencies and three different caregivers, they were finally satisfied with the arrangement. This arrangement went on until Harvey’s mother passed away two years later. His father with late stage Alzheimer’s was moved to a facility near their home.
In spite of the hardships and realities of their aging parents, they saw how important the home care agency and their caregivers were to their parents. They loved the idea of helping the aged and – seeing in the late 90’s that the retiring baby-boomers were on the horizon – Marilyn and Harvey decided to open a homecare agency of their own. The frustration of finding quality care for their parents made it very clear they weren’t just needed in their parents lives. They’re needed to serve their entire community.
“The missing pieces made them unable to take care of all of their people with the same quality as their first clients and caregivers.”
They began with two clients and three caregivers. They kept their schedules on a little white board in the corner. The clients came easily as they were referrals from friends. The caregivers were friends from church who just wanted a little extra money on the side. Everything seemed doable, simple, and scalable.
As business picked up, they added new clients and caregivers. Consequently, Marilyn and Harvey’s days were starting to get tight. There are things they not only wanted but needed to do everyday to be the great little agency that took great care of every client. Their desire to be that personable agency did not scale well with their growing client base. The missing pieces made them unable to take care of all of their people with the same quality as their first clients and caregivers.
“The conversation centered around the Coffey’s current operation, its problems, and what solutions were available. The first thing Sunshine HomeCare Services recommended was Rosemark.”
What They Didn’t Know About Running a Home Care Agency
The Coffeys were starting to realize that there was a lot that they didn’t know about running a business. However, they did learn where help was to move their business forward. They were talking to friends of theirs in another state. Their friends worked closely with a home care agency in their area. Their friends connected them with the agency owners at Sunshine HomeCare Services. The conversation centered around the Coffey’s current operation, its problems, and what solutions were available. The first thing Sunshine HomeCare Services recommended was Rosemark. They said, “get software in place to help you manage the day to day, scheduling, billing and payroll. This will free you up to work on your business instead of in your business. The people at Shoshana Technologies that make the Rosemark System are great, they will help you all along the way.”
This is where we at Shoshana Technologies came into the picture. The Coffeys did their homework and decided to give us a call. We immediately started them with training on how to use the scheduling manager. We explained the nuances of the planner which matches skills and locales with clients. Then we showed them how to run the billing and payroll. Within a few days, they understood the process. Within a few weeks, they were doing it themselves like pros.
Home Care Agency Processes and Procedures
We began checking in on a regular basis to see that all was going well and, if not, get to the crux of the issue and help them solve it. The next important thing was to get their intake process working to prevent important data from getting lost. Luckily, they had been keeping good records on paper so they could backfill information on earlier clients. Now they knew where clients were coming from and how they found out about their agency. Just a few more clients and they were ready to hire an office manager so that Marilyn could do the thing she does best, follow up with and create new referral sources.
Over time they utilized all of the pieces of Rosemark. They took advantage of the online job application that allows caregivers to apply through their own website. Clicking the submit button creates an account in Rosemark and notifies their staff so they can complete the hiring process. They utilized the Caregiver Mobile App, allowing caregivers to clock in and out, record information about assigned tasks, and communicate conveniently their own smartphones. That experience gave Marilyn and Harvey the visibility to know their businesses goings on even from afar.
The Rosemark support team has trained many of the Coffey’s staff in many different areas. Billing, payroll, HR, contact and case management, scheduling and caregiver communications were all trained, with the help of our team, to get the most out of Rosemark making for a streamlined, cost effective agency office environment.
In 5 years they have grown their business beyond their most optimistic expectations. This growth is due to their tireless work ethic and their consistent commitment to their clients and caregivers year after year.
“In 5 years they have grown their business beyond their most optimistic expectations. This growth is due to their tireless work ethic and their consistent commitment to their clients and caregivers year after year.”
They are now part of the Shoshana Technologies Customer Advisory Group (CAG) that meets virtually once a month. The CAG group is helped by the Uplevel team at Shoshana Technologies. Because Shoshana Technologies is an (EOS) Entrepreneurial Operating System company and having implemented for over 6 years they were able to help Marilyn and Harvey with business operations questions too. The entire team acts as a mastermind group of agency owners who are on call to learn through our collaboration. They have shared business triumphs and struggles, family milestones and brought many questions that have thoughtfully been considered among the group.
The Coffeys no longer need to waste their days drowning in paperwork. Instead, they can focus on the vision and goals they started their business with. Thanks to the collaboration between Shoshana Technologies and the Coffeys, another community is being served by a homecare agency that puts people first. The Coffey’s have said many times to their customer care managers at Rosemark that they truly thankful to Shoshana Technologies and that the Rosemark System is not just software.
This narrative is a composite of several customers. If you are interested in speaking to one or more or our customers that fit this basis profile please let us know and we will facilitate a connection. We hope you enjoyed the Coffey’s journey.
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100 West Joy Road
Ann Arbor, MI 48105