George, an Acts Retirement-Life Communities resident, spent his life working in manufacturing, and he had never used a computer before moving to his retirement community. His sons pitched in and bought him a smartphone for his 80th birthday, and he was still learning how to navigate the phone’s features. When George moved into an Acts community, his sons showed him how to order his meals using email on his smartphone.
George’s use of email to order his meals continued until he had trouble tracking his meal orders. Some days, George couldn’t remember if he already ordered his meals, and other days, he called the dining line to confirm meal orders he placed days before.
Streamlining Digital Requests with a User-Friendly Salesforce Experience Cloud Portal
Noticing a trend in meal request confusion, the IT team at Acts decided to take action. Enter: the lab coats at CRM Science.
Acts and CRM Science have a longstanding partnership working together to maximize the value of the Salesforce platform at Acts, and the teams evaluated the situation and quickly reached a solution.
Using the Salesforce Experience Cloud (Community Cloud) and Service Cloud platforms, the team at CRM Science streamlined the meal request process at all Acts communities. CRM Science built a custom mobile Lightning Community resident portal featuring a user-friendly interface to make it easy for residents to order meals — and so much more.
In addition to ordering meals through the portal, residents can register for activities and view a custom calendar with their event details. They can request assistance with technology or laundry. And, they can even connect with residents across all 16 Acts Retirement-Life Communities through the Salesforce Experience Cloud (Community Cloud) Chatter feature.
Now that George has a knack for using the resident portal, he always knows what’s for dinner. What’s even better? He has connected with dozens of new residents through Social Feed, and he always has fellow golfers from his community to join him on the course.
When George needed a new light bulb installed in his ceiling fan, his independent spirit kept him from asking his sons for assistance. He found the ‘General Maintenance’ button in his resident portal and placed a request for a new light bulb. An Acts representative knocked on his door an hour later, and George’s ceiling fan issue was quickly resolved. George was pleased with the newfound independence the resident portal provided for him.
Increasing Salesforce Experience Cloud Portal Engagement with Senior Living Community Residents
The resident portal uses context awareness to create user interfaces that are relevant to each resident. For example, the portal uses information like geographic location, typical requests made through the portal, and interactions with other users to tailor the user interface to each resident who uses it.
Residents at Acts Retirement-Life Communities are embracing the new resident portal, and engagement at Acts has increased by 470% since launching the portal. The mobile community has also lead to three-times more digital requests by residents. And, each year, the platform contributes to successfully providing over 10,000,000 meals and 1,000,000 activities to Acts residents.
However, CRM Science’s role in transforming Salesforce platforms for Acts reaches far beyond Community Cloud.
Revolutionizing Sales and Marketing Processes with Salesforce
Feeling a push to upgrade their Salesforce Marketing and Sales Cloud platforms, Acts worked with CRM Science to accomplish several goals.
Data from incoming inquiry calls lived outside of Salesforce (CallTrackingMetrics). The CRM Science team integrated CallTrackingMetrics, which instantly solved the inquiry call tracking issue and gave Acts a better picture of the customer journey.
The goal was to give Acts’ marketing team a more efficient way to track calls and measure ROI from campaigns. With 16 million campaign members across 13 campaigns, Acts was not able to run detailed reporting. To solve the issue, CRM Science built a better campaign structure by creating a multi-level campaign hierarchy. Call leads are automatically tied to sub-campaign for easier reporting within Salesforce.
And finally, prospect discovery was poorly tracked throughout the system, often written on notepads. The Sales team could not measure buyer sentiment. Bringing the process into the Twenty-First Century, CRM Science implemented a prospect / sales journey with reports and dashboards to track overall and individual metrics, which resulted in a 210% increase in targeted and personalized communication.
After all of the upgrades to Acts Retirement-Life Communities Salesforce orgs, Acts saw a 12% increase in scheduled move-ins. They also created new revenue streams by identifying fees attached to Work Order Line Items. Salesforce implementation supports continued growth of 3-5 community facilities per year.
CRM Science and Acts Retirement-Life Communities Share 2019 Salesforce Partner Innovation Award for Community Cloud
The Experience Cloud portal that resulted from the partnership between CRM Science and Acts Retirement-Life Communities led to a 2019 Salesforce Partner Innovation Award for Community Cloud (Experience Cloud), which CRM Science accepted at a ceremony during Dreamforce 2019 in San Francisco, Ca. Click to read about the 2019 Salesforce Partner Innovation Award win for CRM Science and Acts Retirement-Life Communities.
Contact CRM Science Salesforce Consultants
With a passion for maximizing ROI for Salesforce orgs at Senior Living Communities, the CRM Science team takes pride in providing resident-centric Salesforce consulting services in the senior living industry. Contact us to chat about how your company or organization can maximize the value of the Salesforce platform.
