Life Care Services

“This was a great partnership!  The Lansdale Group’s expertise, professionalism and technical knowledge played a major role in our successful rollout of Salesforce. With their guidance and effectiveness, we were able to build a best in class CRM system for our users.”

– Deann Geistler, IT Manager, Life Care Services

Client’s Objectives

Life Care Services®, An LCS Company, is the nation’s second-largest manager/operator of Life Plan Communities and rental senior living communities. Life Care Services partners with more than 140 senior living communities to serve more than 35,000 seniors.

Life Care Services aims to provide the communities it owns or manages with industry leading tools to allow marketing and sales teams to achieve maximum occupancy levels. CRM adoption is crucial. The system must help team members easily manage a large active lead base in all stages of the sales cycle. In addition, the tools should allow management to spot and act on sales trends or exceptions in real time and optimize marketing budgets.

Solution

  • Salesforce Sales Cloud as the platform for all CRM activities supporting 1,000+ users across Life Plan and rental divisions and multiple levels of care including independent living, assisted living, memory care, and skilled nursing.
  • Pardot Advanced Edition for marketing automation for inbound lead generation, eblasts, and lead nurturing, deployed with multiple Pardot business units representing life plan, rental, and corporate divisions.
  • Pardot Engage for sales enablement allowing sales counselors to execute micro-targeted marketing campaigns and track the digital engagement of prospective residents and influencers.
  • myTrailhead to replace the learning management system platform currently used at Life Care Services and as the basis for Salesforce training to help maximize user adoption.
  • Platform Encryption to maximize protection of sensitive data.
  • Lansdale Group’s senior living industry CRM template for Salesforce. This key component of Lansdale Group’s senior living industry implementation accelerator for Salesforce incorporates best practices in the application of standard Salesforce features for senior living and pre-built industry specific configurations and integrations. From this starting point, Lansdale Group provided crucial guidance and technical leadership in tailoring Salesforce to support the unique market opportunities and challenges of Life Care Services.

Integrations

Pardot, Websites (for 120 different communities), A Place for Mom, Caring.com, Yardi, Internal ERP

Results

In a true partnership with the technology team at Life Care Services and business sponsors, Lansdale delivered the solution two months early and under budget. Critical to the success of the project was Lansdale’s senior living industry CRM template for Salesforce as well as the Lansdale team’s deep Salesforce technical expertise and experience in the senior living industry, having already completed 35+ Salesforce implementations for senior living operators. With the new system, Life Care Services has achieved the following results:

  • Higher user productivity and increased tours, deposits and move-ins
  • High user adoption — “We Love Salesforce!”
  • Management is able to spot trends and proactively support the marketing and sales teams
  • The marketing and sales teams are able to focus on closing prospects with immediate needs while lead nurturing programs help keep prospects with a longer time horizon engaged