Brookdale Senior Living
, the largest owner and operator of senior communities in the United States, selected
) to provide management of all inbound marketing prospect calls through RealPage Senior Contact Center, the nation’s largest contact center dedicated to the senior housing industry.
“One of the biggest challenges our clients have is making on-site staff, who in addition to inbound requests are focused on client satisfaction and retention, available 24/7 for revenue generating calls,” said Mike Daley, president, RealPage Contact Center. “Our contact center is designed to enable owners and managers the ability to lease more units, reduce overall marketing expenses and free-up on-site leasing staff to focus on resident experience and occupancy.”
Serving as a client’s lease marketing center, RealPage Senior Contact Center handles all of the client’s inbound marketing responsibilities from answering leasing calls and emails, to scheduling site appointments and tours, to real-time management and tracking of prospect leads. Through conversations with trained senior housing specialists, phone calls, emails and chat interactions are answered on time, in a friendly and professional manner.
Before engaging RealPage, Brookdale Senior Living’s prospect referral calls were answered by a sales counselor at the individual community level. “With the large number of calls we received on a daily basis, both through our Internet presence as well as through print media, and with the busy schedules of our sales associates, they are not always available to take a call while continuing to provide the service our customers had come to expect from Brookdale,” said Jim Pusateri, senior vice president of sales with Brookdale. “Since implementing the RealPage Senior Contact Center, we now have the ability to collect phone numbers from 93% of incoming calls.”
“With RealPage Senior Contact Center, their housing specialists take the hard work and enormous cost out of lead generation, and take it to the next level,” added Pusateri. “Not only do they act as the face of each individual property, handling prospect calls and emails with a database of every aspect of the more than 600 senior living communities we own or manage, but they provide us the verified prospect information we need to nurture each lead into a resident.”