HOME CARE MARKETING PROS • CLIENT CASE STUDY

How Trusted Hearts grew private-pay inquiries 5x and locked in 25%+ conversion

From paper-based processes to a 3-5 minute response on every inquiry – chat, email, or phone.

5x

PRIVATE-PAY INQUIRIES

3-5

MINUTE RESPONSE

25%+

CONVERSION RATE

#1

LOCAL SEARCH RANKING

Chanel Crowder

TRUSTED HEARTS

A candid look at the partnership — their agency, her perspective.

THE AGENCY

Set on strategic, private-pay growth

Trusted Hearts wanted to grow strategically – and especially to strengthen its private-pay business. But the agency was running on paper-based processes, with no structured system for handling prospective clients.

They wanted a partner invested in their growth as much as they were, and a digital presence that could compete with far larger national providers.

(add this) Like a lot of independent agencies, Trusted Hearts had built real relationships in their community — but a website and search presence that didn’t reflect it. Prospective clients comparing options online had no way of knowing the agency could go head-to-head with the national brands they were also searching for.

THE CHALLENGE

Few inquiries, slower still to respond

Private-pay inquiries were under 2% of the mix. Response times weren’t even measurable – which meant inquiries slipped away and conversions suffered. Without a system to capture, route, and respond, even the leads they did earn were hard to convert consistently.

(add this) The deeper issue was that every inquiry was being handled manually and inconsistently — a phone call caught on the fly, an email that sat unanswered for a day, a walk-in that never got logged anywhere at all. There was no way to know how many prospective clients the agency was losing simply because nobody got back to them fast enough.

THE WORK

A digital presence and a fast response system

Home Care Marketing Pros rebuilt the agency’s visibility and put a fast, structured response system behind every inquiry.

1

A digital presence built to compete with national brands

Home Care Marketing Pros rebuilt Trusted Hearts’ website from the ground up and layered in local SEO to match — service pages, [market/city] location pages, and technical fundamentals that hadn’t been in place before. The result is a site that doesn’t just look like it belongs next to national franchise competitors, it outranks them where it matters: in [market/city]’s local search results.

2

A response system built for real inquiries

Before CareFunnels, Trusted Hearts had no structured way to capture or respond to an inquiry — everything ran through paper and whoever happened to be free. We replaced that with a single system that captures every chat, email, and phone inquiry the moment it comes in, routes it automatically, and keeps follow-up consistent instead of dependent on someone remembering to call back.

3

A partner that gets home care

Trusted Hearts didn’t need a generic marketing vendor — they needed a partner who already understood how a home care agency earns trust and converts an inquiry into a client. Every recommendation, from the website architecture to the response workflow, was built around how families actually search for and choose home care, not adapted from a template built for another industry.

THE RESULTS

More inquiries, faster response, higher conversion

  • Private-pay inquiries grew from under 2% to roughly 10%

  • Lead response time cut to an average of 3-5 minutes across chat, email, and phone.

  • Sustained conversion rate above 25% on a consistent basis.

  • Consistently ranks #1 within the agency’s local search area.

  • Digital presence now competes visually with national home care providers.

Private Pay

Private-pay inquiries climbed from under 2% of the mix to roughly 10% – a five-fold increase.

2% → 10%

WHAT THIS MEANS

A 3-5 minute response is the difference between a lead and a client

When a family calls or messages Trusted Hearts about a parent who needs care, they’re not casually comparing options — they’re making a decision under stress, often the same day. An agency that responds in minutes looks like the agency that has its act together. One that takes a day to call back has already lost the family to whoever answered first.

That’s not a marketing statistic. It’s the whole reason private-pay inquiries went from under 2% of the mix to roughly 10% — the system responds before the moment of urgency passes.

THE GROWTH TRAJECTORY

There’s more room to grow

Private-pay inquiries have grown five-fold, but they still represent a fraction of what’s possible in a market this size. With the response system now capturing and converting consistently above 25%, the next phase of growth is about volume: more location and service-specific content to widen the top of the funnel, so the same fast, reliable response system has more inquiries to work with.

Trusted Hearts is just getting started.

What impressed me most was that it was specific to the home care industry – I knew that they got it. They understood exactly what was needed to grow the agency from point A to point B.

— Chanel Crowder, CEO, Trusted Hearts Homecare Solutions

Is your agency’s website working as hard as it should?

If you’re not showing up at the top of local search in your market, your competitors are. And some of them are national directories charging you for the privilege of your own leads.

Home Care Marketing Pros builds the growth engine for private duty home care agencies. Location pages, service pages, technical SEO, and content strategy — built specifically for your market, not adapted from a generic template.