Turn your enquiries into move-ins
Families don’t need a call centre. They need reassurance and clear next steps. We provide a care-trained team that responds quickly and guides families from first enquiry to move-in.
What changes when we handle your enquiries
• Faster responses so families don’t move on to the next provider
• More booked tours / assessments from the same enquiry volume
• Structured follow-up so enquiries don’t go cold
• Better qualification so managers spend time with the right families
• Full visibility in your CRM so nothing is missed
When families enquire, the stakes are high…
We mystery shopped over 200 care homes.
1 in 10 calls weren’t answered.
And a third didn’t give families the information they needed to take the next step.
When your marketing has already done the hard work of building trust, the moment a family reaches out is the moment you either win confidence, or lose them to the next provider.
That’s why we built Care Launch Enquiry Management: a dedicated enquiry handling service designed specifically for care providers, covering calls, emails, form submissions and referrals, with managed live chat available as an add-on.
People. Not scripts.
We work as a true extension of your team.
Not a call centre.
Not a script.
Your Customer Experience Associates take the time to understand each home properly, visiting, meeting teams and getting to know what makes your service unique, so families are guided with clarity, empathy and confidence.
And because families don’t wait long for call-backs, we respond quickly and follow up consistently, giving you the strongest possible chance of a move-in.
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Here’s what you can expect if you work with us.
What we capture on every enquiry
So your team can act quickly and confidently, we aim to capture:
• Who’s enquiring (and who the decision maker is)
• Care needs (e.g., mobility, dementia, nursing, respite/permanent)
• Timescales and urgency
• Preferences / must-haves (location, budget expectations, requirements)
• Funding route (private-pay, LA, CHC, mixed)
• Next step agreed (tour booked, assessment arranged, follow-up date)
Managed Live Chat (optional)
Some families don’t call. They browse quietly, compare options, and leave without submitting a form.
Managed Live Chat helps you capture those families in the moment:
• A friendly, brand-aligned chat experience (not generic scripts)
• Lead details and chat transcripts logged into your CRM
• Follow-up handled the same way as calls and emails
• A simple way to increase enquiries from high-intent website visitors
Our team has over 30 years of experience generating demand with SEO.
talk to us today
Seen enough?
We help care homes maximise occupancy with self-funding families. Need to talk to us?
How much involvement is needed from you?
We like to work closely with you, but we’ll fit around how busy your team is.
You can be involved at every step, or simply join the weekly check-in and sign off key decisions.
FAQs
Do you handle calls, emails, website enquiries and live chat?
Yes. Enquiry Management covers phone calls, emails, form submissions, and referrals from other sources (e.g., Lottie or carehome.co.uk). Managed live chat is available as an add-on if you want support across every channel.
Do you act like a call centre?
No, we operate as an extension of your team. We learn what makes your homes unique (including onsite visits), and we work from your service approach and tone, not generic scripts.
Who owns the enquiry data?
You do. We work inside your CRM so you retain full ownership. If you don’t have a CRM, we can provide Found CRM as part of your package, and you can keep it even if you stop working with Care Launch.
How far through the journey do you support?
We support from the initial enquiry through to move-in, with consistent follow-up recorded in your CRM.
Is this only for private-pay?
Our approach is designed to support private-pay decision making particularly well, but we also work with providers who want local authority residents too, we won’t force a one-size-fits-all model.
What does it cost and what are the terms?
Pricing is a fixed monthly fee per home, starting from £200 per month per home (depending on scope). There’s an onboarding fee that varies by client. Minimum term is 60 days.
