Hibernia Home Care replaced failing phone systems with Solgari in Teams. Calls are now answered in under 40 seconds, vulnerable clients are reassured, and staff are freed to focus on care.
About Hibernia Home Care
Hibernia Home Care provides essential in-home support for older people and people with disabilities across four counties in Ireland, centred on Dublin. With a growing team of carers, supervisors, and coordinators, they deliver compassionate care directly into people’s homes, seven days a week.
For many clients, a phone call to Hibernia is more than communication – it’s a lifeline.
The Challenge
Operating across a busy population centre, Hibernia faced intense communication demands from 7am to 9pm daily, with frequent handovers between staff.
But their old phone system was breaking down under pressure:
- Dropped and misrouted calls – clients left waiting, confused, or disconnected
- No human at the end of the line – elderly and disabled clients needed reassurance, not IVRs or bots
- No visibility – managers couldn’t see call volumes, failures, or response times
- Eroding trust – complaints rose as vulnerable clients felt unsupported
Why Solgari?
Hibernia quickly saw that Solgari could restore confidence and care in every call.
What made the difference:
Time-based routing
Ensuring calls reached the right person at the right time
Presence-based routing
Integration with Microsoft Teams meant calls only went to available staff
Microsoft 365 integration
Minimal disruption, staff kept working in tools they already knew
Advanced reporting
Visibility into call volumes, wait times, and failures, so managers could intervene early
Multi-channel communication
Beyond phone calls, staff can now connect with patients via SMS and WhatsApp, offering flexibility and reassurance across preferred channels
The Results
- 30–40 second response times – reassurance comes quickly when a vulnerable client calls
- Reliability & accountability – if a call fails, it’s traceable and resolve
- Complaints fall away – clients trust their call will always be answered
- Staff confidence restored – carers and coordinators no longer worry about missed calls
- Smarter engagement – with Solgari Copilot, managers can use sentiment analysis to better understand patient needs and tailor responses for more empathetic engagement
The Human Impact
For clients, the difference is personal. Instead of anxiety and waiting, they hear a caring voice within seconds. For carers, less time chasing missed calls means more time focused on people.
In David’s words:
“We’re not just managing calls better, we’re reassuring families that their loved ones are never left without support.”
The Future
With Hibernia doubling in size in the last six months, Solgari has been a key enabler of growth.
Looking ahead, Hibernia plans to:
Double in size again in the next two years, supported by Solgari’s scalability
Explore AI features, such as Solgari Copilot, to free staff from admin and spend more time on care
Expand multi-channel engagement - building on SMS, WhatsApp, and AI-driven sentiment insights to keep clients supported across every touchpoint
