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Senior Living Communities
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May 10, 2024

Maximizing Lead Conversion and Efficiency Through CRM Integration with Caring

For most senior living communities, utilizing a CRM to manage leads is crucial to ensure that the sales team can nurture those leads and convert them into actual residents. For our Caring partners with a CRM, did you know that you can further enhance your sales efforts by integrating your CRM with Caring? This integration does not affect the information you see about leads but will help you save time by not having to manually report on move-ins. 

Uni-Directional Integration

Uni-directional integration is one integration option. It means that information flows directly from Caring into your CRM without any manual input needed. Your system will automatically receive updates from Caring on lead information — tour scheduling and lead status changes – in real time. The big benefit of this integration is an increase in lead conversion rates. Caring Partners who have uni-directional integration can save time on manual inputs and focus on turning leads into residents. 

Bi-Directional Integration

Bi-directional integration adds another layer to the CRM Integration — this allows information to flow both ways between Caring and your CRM. With a bi-directional integration, Caring Family Advisors are automatically notified of milestones like tour completions and can follow up with families to help them decide. This further enhances communication and coordination between teams, increasing efficiency and effectiveness. 

Benefits of CRM Integration

When senior living communities link their CRM with Caring, they often see a big jump in their conversion rates, sometimes as much as 30%. Why? Because integrating these systems streamlines things and cuts down on mistakes. Automated processes mean leads get proper attention and nothing falls through the cracks. Case studies have shown that without this integration, communities could miss out on anywhere from 5% to 50% of potential residents referred through Caring.

By harnessing the power of streamlined lead management, our partners are turning more inquiries into residents and driving growth. 

If you are interested in learning how you can connect your CRM with Caring, you can contact Madison Burns, Partner Success Operations Manager at mburns@caring.com. If you are interested in learning about how to become a Caring partner and maximize the benefits of CRM integration, you can email sales@caring.com.

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May 08, 2024

Using Automations to Increase Move-ins
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Megan Mulrain

Successful tours for senior living communities are more than showcasing amenities. Instead, they’re about creating personalized experiences that resonate with potential residents. If you tap into the power of automation, it can help improve tour experiences, increase show-up rates, and ultimately drive more move-ins! 

The Power of Automation in Senior Living Tours

In today's digitally driven landscape, automation has emerged as a game-changer in various industries, including senior living. By using tools and automation that can help schedule and personalize content (like emails or texts), communities can streamline processes, increase engagement, and nurture relationships effectively. Automation can play a pivotal role at every stage of the tour journey, from initial scheduling to post-tour follow-ups.

1. Getting Started: Essential Components for Automation

Before delving into the specifics of automation, it's important to have a few key components in place first. These include:

  • Scheduling Tool: Implement a scheduling tool equipped with built-in automation capabilities (such as Calendly or HubSpot's Meetings link).

  • Customized Content: Create tailored content, such as pre-tour information packets or welcome videos, to answer potential questions and provide valuable insights into the community.

2. Harnessing the Power of Automation: Transformative Workflow Strategies

Automation empowers communities to create customizable workflows that cater to potential resident's needs and preferences. By automating tasks such as reminders, personalized messages, and follow-up communications, communities can improve a care seeker’s experience and decrease tour no-shows. Key tasks that can be automated include:

  • Pre-Tour Reminders: Trigger automated reminders via email or text messages to ensure care seekers are well-prepared and motivated to attend scheduled tours.

  • Personalized Communications: Craft personalized messages addressing the potential resident's interests and concerns, fostering a sense of connection and rapport.

  • Post-Tour Follow-ups: Implement automated follow-up messaging, including a post-tour thank you, survey about their experience, and link to schedule appointments for asking questions, to maintain momentum and facilitate further interactions.

3. Enhancing Prospect Experience: Personalization and Engagement Strategies

Beyond automation, personalized experiences are pivotal in captivating prospects and fostering meaningful connections. Communities can enhance the prospect’s experience through:

  • Tailored Interactions: Engage in meaningful conversations, whether in person or over the phone, to understand their unique preferences, interests, and requirements.

  • Customized Tours: Curate personalized tour experiences based on previously gathered insights, incorporating tailored activities and showcasing relevant amenities.

  • Resident Engagement: Introduce care seekers to current residents and community activities to provide authentic insights into the community's vibrant lifestyle.

4. Overcoming Challenges and Maximizing Results

While automation offers immense potential, communities may encounter challenges in implementation and adoption. Continuous monitoring, analysis, and optimization of processes that have been automated are essential to maximize results and drive continuous improvement in tour outcomes.

5. Realizing the Impact: Measuring Success and Driving Move-Ins

Ultimately, the true measure of automation's success lies in its impact on tour conversions and move-ins. By leveraging analytics and CRM integration with Caring, communities can track key metrics such as show-up rates, lead conversions, and resident acquisition costs.

Automation is an up-and-coming useful tool in the arsenal of senior living communities, offering unparalleled opportunities to optimize tour experiences and drive move-ins. 

By embracing automation strategies, communities can streamline processes, personalize interactions, and ultimately create memorable experiences that resonate with prospects. 

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Apr 29, 2024

Caring Joins AARP AgeTech Collaborative™
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Jess Hall

Caring has recently focused on a significant technology replatforming initiative to increase the value provided to seniors and their families in their search for senior living and care, while also supporting partners across the senior wellness industry.

With a new logo and refreshed website design, Caring modernized its brand in early 2024 to better convey its empathetic, expert guidance for care seekers and work alongside our partners as true collaborators and a platform for growth. 

Through these investments in both technology and brand, Caring is focused on optimizing the digital experience for care seekers while better presenting community and agency partners online. This includes more tools for seniors and their families as they research and connect to the most appropriate services and support for their specific situations, such as an enhanced reviews display with filters, sort and search. 

Since its inception more than 15 years ago, Caring has emerged as a leader in the digital landscape, helping millions of seniors and their families find essential care and living solutions. Recognizing a need to simplify and support senior care, Caring has steadfastly dedicated itself to improving the lives of seniors through comprehensive, accessible online resources.

As a longstanding digital resource for senior living and care, with a trailblazing focus on using technology to empower seniors and their families: Caring is also a participant in the AgeTech Collaborative™ from AARP®, an unparalleled innovation ecosystem bringing together cutting-edge thinkers in the longevity tech space to champion meaningful advances so that everyone can choose how they live as they age. Caring is among those who’ve signed the AARP Employer Pledge, joining with a nationwide group of employers that stand with AARP in affirming the value of experienced workers and are committed to developing diverse organizations. 

For more information about Caring’s leadership and commitment to aging technologies, please contact pr@caring.com.

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Apr 16, 2024

The Power of Responding to Senior Living Reviews — 5 Tips for Engaging Well
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Nick Waslien

Is your community's online reviews profile helping or hurting your ability to attract and convert new customers? How well are you responding to online reviews? 

Consider this scenario (while illustrative, still common in real-life too): 

"Best Assisted Living has been such a blessing. Dad hasn't been this active and happy in years", said Mary. This glowing word-of-mouth recommendation came at a crucial time for Susan, who was in the process of looking for the perfect community for her mother.

Later that evening, Susan went to her laptop to explore The community further. She imagined her mom participating in community activities, making new friends, and enjoying her days in a caring environment. However, as Susan began to sift through the online reviews, her optimism waned. Amid a healthy amount of positive feedback, she couldn't help but notice several less-than-stellar reviews. Critiques on meal quality, staff responsiveness, and community maintenance peeked through.

But what truly gave Susan pause was not the existence of these criticisms; it was the silence that followed them. No replies, no reassurances, no signs of proactive engagement from The community's team. This lack of response stood in stark contrast to the vibrant, caring community Mary had described. Could it be that the issues raised were not taken seriously?

Susan's heart sank. The decision to move her mother into a senior living community was not just about finding a place with a good reputation; it was about finding a place that felt like home—a place that cared enough to listen and respond to its residents' needs and concerns. The unanswered reviews cast a shadow of doubt over the community, making Susan question if her mother would truly be heard and valued there.

As she continued her search, Susan came across another community. Despite a few mixed reviews, each one had been met with thoughtful replies from the community team, acknowledging the feedback and outlining steps for improvement. This open dialogue, this commitment to transparency and care, resonated with Susan. It wasn't about being perfect; it was about being present, being attentive, and striving to be better.

The contrast was stark. While Mary's personal recommendation of the community held weight, the silence in the face of criticism online spoke volumes. In the end, Susan realized the importance of a community that not only celebrated its successes but also openly addressed its challenges. A community's willingness to engage, to listen, and to evolve became the guiding light in her decision, leading her toward a place where she felt confident her mother would be not just cared for but truly heard.

This story, while a blend of imagination and reality, underscores a vital truth for families navigating the complex world of senior living: the power of responsiveness.

In today’s digital-first world where online reputations can significantly influence decisions, the value of acknowledging and responding to your reviews cannot be overstated. It's a reminder that, beyond amenities and accolades, the heart of your community is reflected in how you respond to your residents' voices, ensuring that every concern is a step toward creating a more personalized and attentive experience.

Let’s take a quick look at 5 tips to help you engage more deeply with current and prospective families, learn from their feedback, and showcase your community's commitment to excellence and care.

Get New Review Alerts

Being informed about new reviews is crucial for managing your community's reputation effectively. This proactive approach enables you to address feedback—whether it's praise or criticism—promptly, ensuring your community's image remains positive. In the digital age, reviews can appear anywhere, from Google and Facebook to industry specific sites like Caring.com. Manually tracking all these platforms is not only challenging but time-consuming.

Enter reputation management platforms like SAVANT. We streamline the process by aggregating reviews from numerous sites into a single dashboard, equipped with timely notifications. This not only simplifies monitoring but also empowers you to respond quickly and thoughtfully, turning potential issues into opportunities for improvement and positive engagement.

Promptly Respond to Your Reviews

What if a prospective family visits a review site like Caring.com today and sees a few negative reviews about your community that don’t have responses? This isn’t a good look and could potentially push them to a competing community. Showing potential residents and families that you're actively engaged by acknowledging and responding to your reviews shows you cae about your residents and respond to issues in a timely manner.

With Caring.com, responding to your reviews is equally as important - especially any negative reviews. The Caring Stars program disqualifies communities from receiving the prestigious award if the community’s Caring.com profile has any negative 1-star and two-star reviews lacking published responses - encouraging the importance of timely, thoughtful replies.

Pro Tip: Designate a team member who is trained on how to respond to reviews. If nobody is assigned to this important task, then nobody is accountable for it.

Take the Conversation Offline

Acknowledging a review publicly is just the first step. For non-anonymous feedback where specific issues are raised, moving the conversation offline shows a genuine commitment to resolution. Remember, the moment a review is posted, the clock starts ticking - a whopping 93% of consumers expect a business to respond to their reviews! 

Prompt outreach not only demonstrates your community's dedication to service but also conveys a deep respect for the resident's experience.

Thank them for their review, empathize with any issues expressed, and provide resolutions. Not only does this make them feel heard and valued, it also creates loyalty, can increase length of stay, and drive referrals - hello wait list!.

Pro Tip: Caring.com doesn’t publicly date your response (nor alert the reviewer), so it’s never too late to respond to the older reviews on your Caring.com listing to be considered for their Caring Stars award. 

Learn From Your Reviews

Every review, whether glowing with praise or pinpointing areas for improvement, can be a treasure trove of insights. Embrace these perspectives as invaluable opportunities for growth. Whether the feedback applies broadly across your community, pertains to a few residents, or addresses the experiences of just a single resident, each review can hold a key to elevating the resident experience.

Actively involving your team in the review process is crucial. Share both accolades and criticisms, fostering an environment where feedback fuels progress. This open approach not only cultivates a sense of pride and accomplishment in what you're doing right but also instills a collective responsibility to address and learn from any shortcomings.

Share Your Reviews!

Sharing your community's reviews is a powerful strategy to build trust and attract prospective residents. Highlighting positive feedback on your website and social media reassures families that they are making the right choice. This can significantly increase the likelihood of in-person tours, directly contributing to higher occupancy rates.

With SAVANT’s website widget - built exclusively for senior living communities, sharing your Caring.com and other online reviews can be as easy as installing a simple line of code on your website. This widget not only streamlines the process of showcasing reviews but also ensures that your community’s achievements and the quality of care are front and center for all site visitors.

We hope you find these tips to be helpful and you're inspired to elevate your online reputation!

To learn more about review alerts, response tools, and showcasing your Caring.com reviews on your website and social media pages, please visit SAVANT or email me.

Editor’s note: Caring.com also recently hosted a review response webinar with SAVANT tips and more.

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Caring is a portfolio of senior living and senior care websites helping millions of seniors and their families research and connect to the most appropriate services and support for their specific situations. Our mission is to help as many seniors as possible through empathetic, expert guidance.

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