Mumbys Care — AI-Powered CRM & Lead Management System
How a Family-Run Care Agency Automated Lead Routing Across Multiple Channels
Mumbys Care
Live-In Care Services (Family-Run)
Operating since 2000
13 staff across care, HR, recruitment, finance
No marketing/BD resources, fragmented lead channels
AI-integrated CRM with intelligent lead routing
The Challenge
Mumbys Care is a family-run live-in care agency that has been providing compassionate, professional care services since 2000. With a dedicated team of 13 people managing care delivery, recruitment, HR, and finances, they've built a strong reputation on the quality of their service — not on aggressive marketing.
But this lean, care-focused structure created operational bottlenecks. The team had minimal resources for marketing and business development, and leads came in through multiple fragmented channels — all requiring immediate, personal attention in a sector where timing is critical.
Mobile-First Workflow
The team operates heavily on mobile phones. Carer inquiries, client calls, and urgent requests all come through mobile or landline — requiring instant response even when staff are in the field.
Fragmented Lead Channels
Inquiries arrived via web forms, email, phone, landline, and mobile — with no central system to capture, categorize, or route them to the right person.
No Marketing Resources
With the entire team focused on care delivery and operations, there was no bandwidth for active outreach, CRM management, or lead nurturing.
The Core Problem:
Every inquiry required immediate human attention, but the team couldn't always respond instantly across all channels — especially outside business hours. Leads were being missed, follow-ups were inconsistent, and there was no visibility into which team member should handle which type of inquiry.
The Solution
Hexxie built a comprehensive AI-integrated CRM system designed specifically for Mumbys' mobile-first, multi-channel workflow. The system doesn't replace the team's personal touch — it ensures every inquiry gets instant attention and is routed to the right person, even when staff are away from their desks.
What We Built:
Live AI Web Chat Bot
24/7 intelligent chat on the Mumbys website. The AI handles initial conversations, qualifies inquiries (carer recruitment vs. client care requests), and collects key information before routing to the appropriate team member.
Intelligent Lead Routing
All inquiries — whether from web chat, email, web forms, phone, or mobile — are automatically categorized and sent to the correct team member with context and recommended follow-up actions.
Multi-Channel Integration
The CRM pulls in leads from every channel into a single system. Web forms, emails, phone logs, and chat conversations all feed into one unified workflow.
Mobile-First Design
Notifications and lead assignments go directly to team members' mobile phones. Staff can view inquiry details, respond, and update status on the go — critical for a team that's constantly in the field.
Outlook Integration
Seamless connection to the team's existing Outlook email system, ensuring nothing falls through the cracks and all communications are logged in one place.
Automated Follow-Up Actions
Based on inquiry type and urgency, the system suggests next steps and sets reminders — ensuring consistent follow-up even during busy periods.
How It Works in Practice
Scenario 1: Carer Recruitment Inquiry (Mobile)
- Potential carer calls Mumbys' mobile number at 7pm (outside office hours)
- Call is logged in the CRM and tagged as "Carer Recruitment"
- System sends mobile notification to the recruitment lead with caller details
- Recruitment lead receives suggested follow-up actions (e.g., "Send application pack within 24 hours")
- Follow-up is tracked, and reminder is set if no action is taken
Scenario 2: Client Care Request (Web Chat)
- Family member visits Mumbys website at 10pm, opens live chat
- AI engages: "Hello! Are you looking for care services or interested in becoming a carer?"
- User selects "Care services" — AI asks about location, care needs, urgency
- AI collects contact details and care requirements
- Inquiry is routed to care manager's mobile with full context and flagged as "Urgent - Family Care Needed"
- Care manager receives notification first thing in the morning and calls back with all details already at hand
Scenario 3: General Email Inquiry
- Email arrives at info@mumbyscare.co.uk
- CRM analyzes content and determines it's a service area question
- Email is logged, categorized, and forwarded to the operations manager
- Ops manager sees it in Outlook and on mobile, with suggested response template
- System tracks response time and sets follow-up reminder if needed
The Impact
Operational Improvements
- ✓ 24/7 website coverage with instant AI response
- ✓ Zero missed inquiries across all channels
- ✓ Instant mobile notifications for urgent requests
- ✓ Automated lead categorization and routing
- ✓ Complete visibility into inquiry pipeline
- ✓ Consistent follow-up across the team
Business Benefits
- ✓ No additional marketing/BD headcount required
- ✓ Faster response times improve conversion rates
- ✓ Staff can focus on care delivery, not admin
- ✓ Professional 24/7 presence without 24/7 staffing
- ✓ Seamless integration with existing workflows
- ✓ Scalable system that grows with the business
For a family-run care agency with limited resources, this system levels the playing field. Mumbys now delivers the instant responsiveness and professional infrastructure of a much larger organization — without losing the personal, compassionate touch that defines their service.
Why This Matters for Care Agencies
The care sector operates on trust, urgency, and personal relationships. Families looking for care need immediate reassurance. Carers exploring opportunities want quick responses. But small care agencies rarely have the resources to staff a 24/7 contact center or employ dedicated marketing teams.
Hexxie's solution for Mumbys proves that AI and automation aren't about replacing human care — they're about ensuring every inquiry gets the attention it deserves, instantly, while freeing the team to focus on what they do best: delivering exceptional care.
The Result:
A 13-person team now operates with the responsiveness and efficiency of a much larger organization — without sacrificing the personal touch that families and carers value most.
Running a Care Agency With Limited Resources?
If you're losing leads because you can't respond instantly, or your team is overwhelmed managing inquiries across multiple channels, we can help. AI-powered CRM systems aren't just for big corporations — they're infrastructure that levels the playing field for family-run businesses.
Book a Free Consultation →Contact Us
hello@hexxie.io
07401230384