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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

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Happy Holidays

Answering inquiries for your community is what our Family Advocate Managers (FAM team) love doing, even on most holidays. Thanksgiving and Christmas Day are the only two days we close up shop. We believe all of our team members deserve time with their families. By the next morning, FAM is right back at it to follow up on any inquiries that may have come in the day before.

What about all those other holidays? Rest assured SeniorVu has your time zone covered from 9:00 a.m. to 4:00 p.m. on each of the following holidays:

Black Friday
Christmas Eve
New Year’s Eve & Day
Martin Luther King Day
President’s Day

Memorial Day
Juneteenth
Independence Day
Labor Day
Veteran’s Day

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