Care begins at someone’s front door. Everything between the office and that door has to hold.
People hail a ride, pay a bill, and order groceries to the door without thinking about the software that makes any of it work. The bar for everyday consumer tools has climbed steadily, and it has climbed without announcing itself.
The tools that distributed workforces use to do their jobs have not always kept pace. Across field service, healthcare, and home-based care, the apps that frontline teams open first in the morning often grew up alongside the business built one good intention at a time as the company scaled. Screens accumulated. Lists grew longer. The small daily frictions that workers absorb without complaint added up to something the business could feel.
24 Hour Home Care knew this terrain well. Founded more than fifteen years ago and headquartered in El Segundo, the company has become one of California’s established providers of non-medical inhome care a large caregiver workforce serving clients and families across the state, with visits moving through its systems every day of the week.
Leadership could also see what comes with maturity. The shift-start workflow on the caregiver mobile app had grown into a multi-screen sequence. The schedule view caregivers referenced throughout the day surfaced upcoming work in a generic list. The weekly payroll cycle had grown heavier with each year of scale. None of it was broken. All of it was the natural consequence of building well, for a long time, at speed.
"The first thing a caregiver touches in the morning shapes everything that follows. We wanted both ends of the experience the one our caregivers use and the one our office team relies on to feel as steady as the care our people deliver.”
Emily Connolly
Project Lead, 24 Hour Home Care
Antrazal stepped into 24HHC’s room. Standups, priorities, calls with the field all shared.
Refinement on three surfaces, with the backbone left intact.
The brief 24 Hour Home Care brought to Antrazal was specific. Three connected outcomes were in scope: a calmer everyday experience for the caregiver workforce, a faster and more predictable weekly payroll cycle for the operations team, and a lighter platform footprint ready for what came next.
The operational backbone could not be touched. The data model held. The Sandata visit-verification integration the company’s operations run on had to stay exactly as it was. The compliance posture had to hold.
That constraint shaped the work more than any technical decision did. The Antrazal team worked in sessions rather than handoffs walking through tests with the customer team, flagging items side by side, figuring them out in the moment. The working rhythm looked less like a vendor delivering a build and more like a small, focused group of people sitting at the same table.
A platform that holds the weight without being noticed.
A sustained reduction in caregiver support calls on the modernised screens after launch a recurring question that has quietly stopped arriving.
A statewide caregiver workforce across California now working from a single, modernised experience.
Caregiver visits moving through a lighter, steadier platform, week after week.
Clients and families across California meeting a caregiver who arrives present, not rushed.
Caregivers arrive ready, not rushed. Clients meet a colleague who’s present. The office spends its day on what matters next.
The change was felt first in small moments.
A caregiver opening the app at the start of a shift sees the day’s work, in order, on one screen. The shift starts with a single task rather than a sequence. When the same caregiver supports two people living in the same home, the app handles it cleanly. When something at the edge of a shift would once have meant a quick call to the office, it now resolves in place
The Monday morning summary changed the relationship between the company and its workforce in a quieter way. A category of question how many hours did I work last week, broken down that had run through the office for years stopped arriving by phone. Caregivers got their answer before they thought to ask.
For the operations team, the weekly payroll cycle became something the calendar could accommodate again. Edge cases that had once required a manual second look began clearing in the first pass. Capacity that had been spent inside the cycle returned to the team. The training team noticed something similar: new caregivers were reaching independent operation faster than the planned curve.
The shift was visible at the leadership level too. A category of support call that had been a constant in the daily logs stopped appearing. The screens caregivers used most every day looked like the company they worked for. The platform, for the first time in a while, had room to breathe.
"What our caregivers see when they open the app is the company, to them. So when we rebuilt the most-used screen, it wasn’t a cosmetic change. It was a clearer way of saying: this is your day, on your terms."
Michael Abe
Operations, 24 Hour Home Care
Where we put the effort.
The screen a caregiver checks one minute before knocking.
A shift that begins with one tap, not five. On Salesforce Field Service, the shift-start became a single task, and the schedule view surfaces the day’s work first, with cleaner handling for two-client homes.
The Monday note that arrives instead of a phone call.
A weekly summary that replaced a recurring phone call. A bilingual, mobile-first summary in Salesforce Marketing Cloud reaches each caregiver every week with the prior week’s hours and service types, answering the office’s most common payroll question.
The engine no one sees but everyone runs on.
A payroll cycle that finally fits the week it belongs in. The weekly payroll approval workflow was rebuilt on a lighter foundation, with automation consolidated across core objects so work that once stretched across the cycle now clears in a fraction of the time.
Home care is changing fast. The ground beneath this work is built to keep up.
The longer-term significance is harder to see in a single week and easier to see across a year. The work created room for teams, for the platform, and for what comes next.
The operations team has a category of weekly capacity returned to it hours that had been absorbed by the payroll cycle and by a recurring class of caregiver call. The training team carries a lighter onboarding load, with new caregivers finding their footing faster than the curriculum had assumed they would. The IT team is operating on a platform with reduced automation overhead a different working surface than the one inherited at the start of the engagement.
The company’s next moves scheduling intelligence, automation, AI-supported workflows for the operations team sit on a foundation with room for them. New capabilities can be deployed without retraining the workforce on a tool that has changed underneath them. The platform has headroom. The caregiver-facing experience has a baseline the company can build on rather than build around.
For an industry where the workforce app is, to the people who open it every morning, the company itself, that baseline matters.
"There were moments in this engagement where the partnership felt less like working with a vendor and more like having extra hands on our own team. That is a rare thing in our world."
Sean McCormick
Project Lead, 24 Hour Home Care