Company Overview
The Graham Care Group provides support to those with complex care needs in purpose-built facilities and care suites for 1,000 residents across the South East of England. They are firmly committed to digitally enabling the care they provide, driven by the belief technology has the power to transform the delivery, recording, and outcomes of care for their residents, by providing a more personalized service.

The Challenge
Graham Care Group houses people with complex care needs who often require support from relatives, doctors, paramedics, social workers and other similar entities.
To collect the necessary data to ensure that each resident receives exemplary care and attention, the staff needs to leverage a robust communication and collaboration platform. As most of the communication happens over the phone it proved difficult to record this data in a systematic way. Tracking call waiting times and the number of answered calls compared to missed calls was also a challenge in their telephony system.
In the event of an incident, it often proved difficult to evidence whether appropriate calls had been made as these were not being recorded.
The next logical step was to build upon the existing technology to further improve experience for their residents and their families.
“We chose Code Software over others due to their comprehensive and user-friendly solutions. Their Voice Recording solution and advanced analytics tool, Clobba, seamlessly integrated with our existing Microsoft environment.”
The Results
After researching the available solutions, Graham Care Group chose to implement the Clobba and Clobba Voice Recorder modules to fill in the gaps in Microsoft’s reporting capabilities. As a result call queue management was greatly simplified.
“The implementation of Code Software’s Voice Recording solution and Clobba was a straightforward process, thanks to their seamless compatibility with our existing systems. Our IT team worked closely with Code Software’s support team to ensure that the deployment was completed without any disruptions to our daily operations.”
Our solution helped them:
- Record calls and safely store them in case they need to be revisited
- Gain visibility into call trends and agent availability
- Increase call response rates by more than double
- Transcribe calls for easier access to relevant data
“Having Clobba integrated into our existing Microsoft environment means we can analyze this data along with all the other data we hold on our residents, allowing us to have a more holistic view on how best we can care for them.”

Conclusion
With solid call queue management capabilities and more effective data analysis, Graham Care Group has been able to improve service delivery and resident care. In addition, Clobba’s user-friendly nature allowed the team to adapt without any disruptions to the daily operations.
“We highly recommend Code Software’s Voice Recording solution and Clobba Reporting to any organization looking to enhance their communication and data management capabilities. Their comprehensive, intuitive, and advanced solutions are well-suited to meet the needs of any modern, data-driven organization.