Challenge
A senior living organization needed a way to automatically route prospect inquiries from their website directly into their resident management system. Manual data entry between the website and management platform created delays in response times and risked losing potential residents.
In senior living, families evaluating communities often contact multiple options at once. A delayed or missed follow-up frequently means the prospect has already moved forward with another community by the time staff reach out.
Solution
84EM built a custom WordPress integration that automatically captures lead information from website forms and transmits it directly to the organization’s resident management platform. The system identifies which community location each inquiry relates to and routes the data appropriately, with real-time community listings pulled directly from the management platform.
Key Capabilities
- Automatic lead routing. Prospect contact details, community preference, housing type, and inquiry notes are transmitted to the management platform immediately upon form submission.
- Dynamic community selection. Available locations are pulled from the management platform in real time, ensuring the website always reflects current community listings.
- Error alerting. Staff are immediately notified when communication issues occur, preventing leads from being silently lost during platform outages.
Results
Prospect inquiries now arrive in the management platform immediately upon submission rather than waiting for manual data entry. Staff reach out to families while the inquiry is still fresh, rather than hours after the conversation has already moved elsewhere.
The manual data entry step that had been a bottleneck between inquiry and follow-up was eliminated entirely. Staff who previously spent time transcribing form submissions into the management platform now focus that time on engaging with potential residents.
The error alerting system addressed a risk that had existed in the manual process: when the management platform was temporarily unavailable, leads submitted during that window were flagged immediately rather than silently failing and being discovered days later.
