Guide
How to Improve Operations with a Senior Living CRM
Discover how a HIPAA-compliant Senior Living CRM can improve resident satisfaction and operational efficiencies, attract prospective residents, and more.
Senior living organizations have distinctive customer relationship management needs that require property management and resident management functionality.
Managing occupancy means ensuring apartments are filled as much as possible, which requires an intuitive system that can communicate with operations when an apartment needs renovation for an incoming resident or when a maintenance issue needs to be resolved.
Senior living communities also have a responsibility to manage the quality of care for residents. This necessitates having HIPAA-protected data (such as medications or health conditions), family and doctor contact information, and billing information readily accessible.
Senior living communities face unique challenges in human resources, building maintenance, and staffing to provide exceptional care. Juggling all of these pieces with disparate systems can be overwhelming, but Senior Living CRM powered by HubSpot is changing the game.
Our Senior Living CRM powered by HubSpot is specifically designed for senior living communities and is configured for the entire resident journey, including marketing, sales, and resident engagement and support. This platform minimizes the amount of tools you need, supporting efficiency and reducing costs by putting all of your operations in a unified workspace.
💡The best part? The platform is HIPAA-compliant.
Let’s take a closer look at how your community can unlock its potential.
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Resident care and satisfaction, family engagement, operational efficiency ... these are all essential components of a vibrant community that helps residents live their best lives.
Unfortunately, a lack of integrated systems to manage resident profiles, communicate with families, and attract and retain skilled staff members can result in several challenges. These challenges can include problems managing resident information and keeping an open line of communication with their families, several operational inefficiencies, difficulty attracting new residents, and trouble making informed decisions because of insufficient reporting capabilities.
This is where SmartBug and HubSpot come in. Say goodbye to inefficient systems and all of the challenges that come with them, and say hello to:
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Better communication tools to engage with residents’ families
A stronger online presence and more 5-star reviews
The ability to find (and keep!) skilled and caring staff members
HIPAA-compliant technology that protects residents’ sensitive information, including health data
Easily Meet Residents’ Needs
Give your residents the personalized care they deserve without sacrificing privacy.
Detailed electronic health records (EHR) are essential for giving caregivers and providers in your community what they need to meet each resident’s needs. EHR files can be integrated within the CRM to track and manage residents’ health records, medications, treatments, and medical histories.
Sensitive data such as medical histories and personal health information is encrypted and doesn’t compromise privacy. Senior Living CRM lets your community manage this sensitive information in a compliant manner, ensuring only those with access can see this information.
The CRM can also facilitate remote consultations and virtual care visits with residents’ primary care providers so they can continue getting the care they need from the providers they know and trust.
HIPAA-Compliant Data Storage
Our HIPAA-compliant Senior Living CRM restricts access to private health information so only those who need it can access it.
Enhance the Resident Experience
Amenities, activities, and special events keep residents happy and engaged and are some of the top benefits of senior living. They’re also key to attracting new residents to the community.
Senior Living CRM has the tools you need to plan and manage resident activities and events, promoting high levels of resident engagement and socialization. The platform’s intuitive systems can help you manage the entire event-planning process from invitation to follow-up and can even help you manage online events or in-person event registration.
You can use the tools in the platform to plan, host, and track your events. Managing invitations, new events, RSVPs, and attendee engagement has never been easier with the intuitive and streamlined interface.
The platform has several built-in systems that will enable your community to better connect with residents and their families through newsletters, notifications, and community updates. It also elevates your community’s engagement efforts with current residents (and lead nurturing efforts for prospective residents!) by organizing ongoing events that improve resident satisfaction and foster closer relationships between residents and staff members.
While this functionality is beneficial for current residents, it also helps bring in new prospective residents by enabling your teams to craft, monitor, and assess campaigns designed for lead generation. Personalized marketing efforts will help you attract more prospective residents, nurture existing leads, and elevate your community’s market presence.
💡 Senior Living CRM provides all the tools you need to plan events and activities for current and prospective residents, from planning the event to managing invites, RSVPs, and attendee engagement.
Streamline Staff Recruitment and Retention
Staff members are an integral part of caring for residents and making sure the community runs smoothly. The staff management systems in the senior living software enhance staffing processes with specialized recruitment marketing tools. These tools can be used for posting job openings, tracking applicants, and managing the entire candidate experience to help address the unique talent acquisition challenges in the senior living industry.
Senior Living CRM streamlines the entire recruitment process, helping you attract high-quality candidates while reducing turnover by managing onboarding, scheduling, staff performance, and training. The system is also beneficial for managing time tracking, payroll, and benefits administration, thus simplifying the entire staff management process from the start.
💡 Streamline your entire staff recruitment process and reduce turnover with an intuitive system for managing staff onboarding, scheduling, training, and payroll.
Create Impactful Marketing and Sales Outreach Campaigns
Manage and execute your marketing campaigns directly in Senior Living CRM, and then measure which efforts are the most successful with the platform’s consolidated reporting and analytics features. The customized reporting dashboards are specially designed for the senior living industry to monitor the effectiveness of marketing campaigns, conversion rates, HR activities, and more, so you can make informed, data-driven decisions across all aspects of your community’s operations.
The CRM’s advanced reporting dashboards enable your community to analyze sales outreach and performance, empowering your leadership team to refine outreach strategies and enhance the sales process. The interface also provides a clear overview of all upcoming activities and reminders for follow-up, all tailored to the unique needs of the senior living industry.
You can further drive engagement with your campaigns and website with interactive content that enhances prospective residents’ experiences by incorporating cost calculators, floor plans, and more features that can increase lead generation and drive the conversion of leads to residents.
Manage and execute your marketing campaigns directly in Senior Living CRM, and then measure which efforts are the most successful with the platform’s consolidated reporting and analytics features. The customized reporting dashboards are specially designed for the senior living industry to monitor the effectiveness of marketing campaigns, conversion rates, HR activities, and more, so you can make informed, data-driven decisions across all aspects of your community’s operations.
💡 Track which marketing and sales outreach activities are the most successful with advanced reporting features, enabling your community to continue with high-impact campaigns and drop those that aren’t performing well.
Maintain High Occupancy Rates
The transition to senior living can be stressful for residents and their families. It’s essential to ensure a smooth transition for residents moving in or out and to keep satisfaction levels high among residents and their families.
By using HubSpot’s custom objects within Senior Living CRM, you can easily manage detailed records of people who are moving in or moving out or who made a deposit. This information lives alongside information on floor plans, apartment statuses, and resident agreements. A comprehensive overview of occupancy trends efficiently facilitates apartment assignments while streamlining the entire reservation process.
💡 Manage all details of residents moving in or out as well as updated information about your community, including floor plans and resident agreements, to streamline the entire apartment reservation process.
Accelerate Your Sales and Leads Process
This single platform can manage all your sales efforts, allowing your sales team to excel in their roles and speed up follow-ups with qualified leads. You can automate workflow tools to send emails and assign tasks to sales reps, then use lead management and task prioritization features to prioritize highly qualified leads, making sure they’re contacted first and that important sales opportunities are advanced within the pipeline.
You’ll also have real-time, advanced reporting capabilities that enable you to analyze sales trends and performance, empowering your leadership team to refine campaigns and strategies and enhance the process of turning a lead into a resident.
💡 Use tools within the CRM to prioritize highly qualified leads to ensure they’re contacted first and advanced within the pipeline.
Efficiently Manage Billing and Invoicing
Manage all of your financial tasks under one roof with tools for financial planning, budgeting, and generating financial reports. Use the integrated billing systems to manage resident accounts, invoicing, and payment tracking so that nothing important is overlooked.
Quickly Resolve Service Requests and Issues
Senior Living CRM uses HubSpot’s ticketing and issue tracking features to efficiently manage community maintenance, repairs, and renovations, including residents’ service requests, ensuring quick turnaround and high resident satisfaction. Fast and smooth service will build residents’ trust in your community’s commitment to their care and satisfaction.
The system also helps you handle work order management and preventive maintenance scheduling and enables you to track and manage physical assets within the community.
Any senior living community’s top priority is for its residents to be satisfied and have what they need to remain happy and healthy. The CRM allows you to survey residents to ensure you’re consistently meeting and exceeding resident expectations. You can then use this information to make adjustments where needed, providing a secure and enjoyable community for current and new residents alike.
💡 Use the advanced issue tracking and ticketing system to manage maintenance requests, community repairs, and more, ensuring quick turnaround and high resident satisfaction.
Make Use of Resident and Family Portals
Communicating with residents’ families is essential for any senior living community. Unfortunately, many of the current tools available don’t make that communication easy.
The self-service portals built into Senior Living CRM give you better options and tools for effectively communicating with families and managing residents’ profiles. The portals enable residents and their families to easily access information, communicate with your team members, schedule services, and stay updated on events happening in your community.
💡Communicate easier with families and manage resident profiles more efficiently with an easy-to-use resident portal.
Ready to Upgrade to a HIPAA-Compliant CRM?
SmartBug’s Senior Living CRM powered by HubSpot is an intuitive, helpful partner in helping you deliver the care your residents deserve with a unified approach to resident satisfaction, sales, marketing, HR processes, and more. Our HIPAA-compliant solution can support your full lifecycle from marketing to resident move-in, all while reducing the number of tools you need and ensuring resident privacy.
Want to see our software in action? Talk to SmartBug today to get a live demo and set up a trial of our Senior Living CRM so you can see the software at work in your own community.
