Revolutionising Support: How CareMaster’s Always-On Service Model is Setting a New Standard

In today’s fast-evolving healthcare landscape, customer journeys are anything but linear. At CareMaster, we recognise that as reforms in NDIS and aged care reshape our industry, our support experience must evolve too. By designing an always-on service model, we’re committed to growing with our customers and ensuring they receive the help they need—exactly when they need it.

Transforming the Support Landscape

Traditionally, customer journeys have followed a predictable path—from sales to implementation, and finally, to support. But modern service providers face complex, unpredictable challenges. For CareMaster, this meant rethinking our support operations. Faced with a growing base of care professionals and a critical need for rapid, accurate answers, we discovered that our existing support channels were simply not enough. Initially, only 30% of customers were successfully finding answers through self-service, a rate that risked impacting essential participant care.

Empowering Self-Service with Ambient AI

We knew that adding more support staff wasn’t a sustainable solution. Instead, we partnered with Brainfish to integrate an intelligent, ambient AI agent directly into our platform. This wasn’t about deploying another basic chatbot—it was about embedding a solution that could learn from every interaction and offer contextual support on demand. Now, our customers have access to high-quality, 24/7 self-service information, ensuring that they never have to wait for assistance with 80% of customers able to self-serve. This always-on approach aligns perfectly with our vision of a service that grows alongside our customers, adapting to their unique and evolving needs.

Unleashing the Human Element in Customer Care

With Brainfish handling routine queries, our Customer Care and Success teams have been able to shift focus. Freed from the constant influx of standard enquiries, our teams now concentrate on complex challenges that require human expertise. This strategic shift has paid off dramatically: even with a 23% growth in our user base, we’ve maintained service levels above 80%—all without expanding our Customer Care team. In fact, customer ease scores have improved by 8%, a clear testament to the positive impact of our revamped service model.

A Proactive, Adaptive Support System

Beyond merely deflecting contact, our AI-enhanced system has transformed the way we interact with our customers. It provides dynamic insights into emerging trends and recurring issues, allowing us to anticipate and prevent problems before they escalate. This proactive approach not only streamlines our operations but also builds a foundation for continuous improvement, ensuring that our support infrastructure evolves in tandem with our customers’ businesses.

Looking to the Future

CareMaster is proud to be a leading platform in NDIS, aged care, and community transport. Our partnership with Brainfish has enabled us to set a new benchmark for provider support. As Elisha Anderton, COO at CareMaster, puts it:

“Brainfish freed our customer teams from handling routine queries so they could focus on solving the complex challenges our community faces that truly required human expertise.”

This isn’t just a technological upgrade—it’s a paradigm shift in customer experience. By reimagining our support system, we’re not only meeting today’s demands but also building a resilient platform that can adapt to tomorrow’s challenges.

For more info on our journey and how we’re shaping the future of healthcare support, visit CareMaster.

CareMaster is at the forefront of leveraging cutting-edge AI to revolutionise administrative support for service providers. Our commitment is clear: to provide an always-on, adaptive support system that empowers customers, enhances efficiency, and sets a new standard for customer care in the health tech industry.

Author: Elisha Anderton

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