More admissions. Almost the same inquiry volume.
Faster response and consistent follow-up helped turn existing demand into more signed clients.
Two locations · 90 days · Anonymized client case
Increase in monthly admissions
Billable care hours per week
Additional advertising spend
Starting position
The agency reported $6.40M in annual revenue, 168 active clients, 3,612 weekly hours, and 134 caregivers. Its monthly admissions pace was below discharges: 8.0 admissions versus 9.3 discharges.
The constraint
Missed calls and slow follow-up were losing existing demand. Business-hours first contact took 4h 20m; after-hours contact took 19h 10m. Inquiry volume stayed almost flat through the engagement.
What Acensus installed
Week 1 reconciled phone logs, CRM, and scheduling records. Week 2 added missed-call text-back and a pipeline for each location. Weeks 2–3 introduced intake scripts and recorded-call review. Week 4 added 24/7 routing and revised care-needs questions. Calls and assessment-booking language were reviewed again in Weeks 6 and 10. The Admissions Ledger was reviewed every Monday.
Monthly admissions
Two locations · 90 days47 → 46 inquiries per month. No additional advertising spend.
What moved: the full operating schedule
| Measure | Starting point | Endpoint / window |
|---|---|---|
| Inquiries / month | 47 | 46 |
| Missed calls / business hours | 34% | 6% |
| Missed calls / after hours | 61% | 9% |
| First contact / business hours | 4h 20m | 6m |
| First contact / after hours | 19h 10m | 11m |
| Inquiry → assessment | 31% | 44% |
| Assessment → admission | 55% | 61% |
| Inquiry → admission | 17.1% | 26.8% |
| Admissions / month | 8.0 | 12.3 |
| Discharges / month | 9.3 | 9.7 |
| Net client growth / month | −1.3 | +2.6 |
| Active clients | 168 | 172 |
| Caregivers | 134 | 142 |
| Billable hours / week | 3,612 | 3,846 |
| Assessment no-shows | 22% | 19% |
The economics
The 234 added weekly hours, at $34.00 per hour, represent $413,712 in annualized added revenue. At $14.50 gross margin per hour, they represent $176,436 in annualized added gross profit. Reported engagement gross profit was $22,100. No additional advertising or messaging cost was stated.
What shaped the result
Across the full window, 33 admissions less 29 discharges added four active clients. The bill rate increased from $32.50 to $34.00 in Month 2; added-hours economics use $34.00 throughout and exclude the rate uplift on existing care. A Friday staffing gap delayed one location’s improvement. Nine revived inquiries remained opportunities, not booked revenue.
Additional operating and financial detail
| Loaded caregiver cost | $19.50 per hour |
|---|---|
| Gross margin | $14.50 per hour / 42.6% |
| Average client / caregiver hours | 21.5 / 27 per week |
| Length of service | 18 months |
| Replacement estimate | 9.33 admissions per month |
| All-in cost per admission above baseline | $2,500; 9 admissions above baseline |
Reporting basis and how to read the figures
Source: client narratives supplied by Acensus, with calculations reconciled to supplied inputs. Window counts and endpoint rates use the stated periods. Annualized values assume continuing weekly hours and rates; they are operating run-rates, not cash collected or realized 12-month returns. Each case retains its stated cost denominator and factors that shaped the result. Client identities are anonymized.
Find your next move.
Bring your inquiry volume, follow-up gaps, and caregiver capacity to a 20-minute diagnostic with Sam.