Provider: Mid-size SIL provider, Queensland. 14 homes, 3 ops staff. Annual revenue: ~$2.1M.
Problem: Coordinator outreach was handled by one ops coordinator who monitored two Facebook groups manually. Outreach happened when she had time. Follow-up happened when she remembered. Active coordinator conversations at the time of assessment: 3.
Assessment finding: 5.2 hours per week on manual outreach tasks. At $65k salary: $1,560/month in labor. Estimated referrals lost to slow response time: 2–3 per month.
What Was Installed
Agent: Referral Agent Install time: 18 days from diagnostic to go-live Integration: Facebook group monitoring via n8n, ActiveCampaign for sequence management, Airtable for coordinator CRM
The First 21 Days
The agent monitored 6 Facebook groups (up from 2), detected 41 new coordinator posts and provider requests, sent 41 personalised first messages within 4 hours of each post, and ran follow-up sequences for all 41 contacts.
Outcomes at day 21:
- 18 active coordinator conversations (up from 3)
- 5 new referral relationships established
- 3 intake enquiries received from new coordinators
- Ops coordinator hours on outreach: 0
What the Ops Coordinator Said
"I was spending Sunday nights scrolling groups and copying names into a spreadsheet. Now I open ActiveCampaign on Monday morning and the conversations are already in progress. I respond to the ones that need a human — that's maybe 45 minutes a week."
The Numbers
| Metric | Before | After (Day 21) | |--------|--------|----------------| | Active coordinator conversations | 3 | 18 | | Hours/week on outreach | 5.2 | 0.75 (response only) | | Monthly labor cost | $1,560 | $225 | | New referral relationships | 0 | 5 |
Guarantee applied: New referral activity within 60 days — or full refund. Day 21 was 3.5× the guarantee threshold.
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