A Senior Living Sales Manager Uses Customer Relationship Management Software At His Desk.

How to Acquire and Retain Residents with CRM for Senior Living

The more data you can collect, store and easily retrieve about the leads in your sales cycle, the easier it is to convert those people into qualified prospects—and ultimately residents. Once you acquire a new resident, the same data can be used to help ensure the best possible experience with your senior living community, which improves retention.

In the past, senior living communities could get by with tracking leads and managing customer relationships on paper or through spreadsheets. However, in today’s fast-paced world, this simply isn’t enough. This is where Customer Relationship Management (CRM) software is not only helpful but essential to the success of your community.

Why Senior Living Communities Need CRM Software

Nurturing leads through the sales cycle is really about building relationships with people. It’s about understanding their goals, their needs and the people they care about. It’s not enough to know that Mrs. Smith is interested in your independent living community. You also need to know what makes her smile and who influences her decisions. In other words, you need to understand Mrs. Smith as a person before you can ever hope to earn her trust as a new resident.

This is exactly what CRM software is designed to help your sales team accomplish. It works by making it easier to record data consistently from lead to lead, salesperson to salesperson, care setting to care setting. Think about this: How much more effective would your team be if it had instant access to every interaction with every lead at its fingertips? How much happier would your residents be if they knew they could count on the same level of service—regardless of who answered the phone?

Let’s break it down even further.

What Exactly is CRM Software, and How Can it Help Senior Living Communities?

Taking a step back, CRM software is a tool that senior living communities can use to manage the sales, marketing and customer support process at every stage of the journey—from lead to prospect to resident. Communities that use CRM software are able to centralize customer data from a variety of sources which makes it easier for managers to make smart business decisions. Here’s how:

3 Benefits of CRM for Senior Living

  1. More efficient lead and referral management: With all your leads, customers and data in one place, you can say goodbye to sticky notes and disorganized stacks of paper.
  2. Streamlined activity & task tracking: Who did what, and when? Did you follow up with that new lead? Are your residents happy? Every customer interaction is right here for you.
  3. Standardized reports & intuitive dashboards: Gain insight into leads, occupancy and other KPIs, whether you operate one care setting or many. Then, use this information to identify new opportunities.

Getting Started with CRM for Senior Living

The cost of CRM software and the initial setup period have deterred many communities from adopting this powerful tool. That’s why we developed a more affordable solution that can be up and running in practically no time. We call it MatrixCare Marketing Essentials, and it delivers all the benefits you just learned about—all for a lower monthly cost than what you probably spend on office supplies. Learn how easy it is to implement, or request a demo today.

Patrick Hart

Patrick Hart joined MatrixCare as Vice President, Senior Living Solutions in October 2015. He is a dynamic business leader with a sales and operations background. Prior to joining MatrixCare, Hart held sales and marketing leadership roles with major senior living providers including Five Star Quality Care, Assisted Living Concepts, and Holiday Retirement. He also served in the U.S. Army for over 6 years, including supervising and managing aviation aircraft maintenance operations. Patrick has both a Bachelors and Masters of Science in Business Management from the University of Phoenix.