Any idea what really happens to a prospect’s call when your community’s receptionist transfers them to sales and marketing? If the family hears a voicemail message, they hang up without leaving any information 83% of the time.
For the community in this Case Study, 37% of all inquiries came in after hours when the receptionist would transfer the call to voicemail. Here’s how they fixed that problem AND generated $670,000 in annual revenue.
CASE STUDY:
MOVE-INS THAT
STARTED WITH AFTER
HOURS INQUIRIES
Any idea what really happens to a prospect’s call when your community’s receptionist transfers them to sales and marketing? If the family hears a voicemail message, they hang up without leaving any information 83% of the time.
For the community in this Case Study, 37% of all inquiries came in after hours when the receptionist would transfer the call to voicemail. Here’s how they fixed that problem AND generated $670,000 in annual revenue.
How much time, effort and money should be spent providing sales support to families who make inquiries “after hours?” It’s a tough problem and here is some data that makes it even harder to wrestle with:
- In 83% of the cases, when a receptionist transfers a call to the sales/marketing team, and there is no answer, the family will hang up and not leave a message. What they do next is move on to the next community.
- If the family goes to the internet and clicks on the first link they see, the odds are high that they will land on a 3rd party referral site (APFM, Caring.com, etc.) who will then take that lead and spread it around to all of your competitors.
- The first community that has a meaningful (sales/marketing) conversation with the family wins their business 84% of the time.
- Having a meaningful conversation within 5-minutes increases move-in odds with a family by over 400%.
Business Problem
No sales resources available to cover after hours leads.
Operational Hurdle:
No sales resources to cover after hour leads nor analytics to prove they have value.
Solution:
SeniorVu Digital Marketing Platform & Contact Center
