Rockaway Home Care: CRM integration and a clearer customer journey

The engagement

Great Bear Marketing worked with Rockaway Home Care on workflow and CRM integration and customer journey mapping.

How we approach workflow and journey work

In service businesses, most lost revenue isn’t lost in the ad account — it’s lost between the enquiry and the follow-up:

• Map the real journey, not the intended one. How enquiries actually arrive, who touches them, and where they stall is usually different from the process on paper.
• Make every lead traceable. If a lead source can’t be attributed through to an outcome, marketing spend is being judged on incomplete information.
• Reduce time-to-first-response. In service categories, speed of follow-up is frequently the single biggest lever on close rate.
• Automate the admin, not the relationship. Workflow should remove the manual steps that cause leads to be dropped, while keeping the human contact that wins the business.