Your Choice Barnet have agreed to work with Found by Lottie, who are a care home management software by website portal Lottie. Since the beginning of the year, Your Choice Barnet have been advertising newly refurbished care homes Dell Field Court and Meadowside in Finchley including Lottie.
As lead volumes started to build, Your Choice Barnet did not have a sophisticated CRM system in place to help map out the customer journey; this is where Found came in. This system will allow the Your Choice Barnet capture data from the very beginning of the customer journey, regardless of whichever platform the customer registers from and feed into the system, thanks to the help of an API feed. From the point a customer gets in touch with us, whether that be in-person, phone, email or a web portal, the team can engage in a timely manner; document actions they have taken and map out tasks to be completed. Throughout the customer journey, we can now indicate the lead is a hot lead and looking to move-in right now. For those who are not yet ready, the team can dedicate time in nurturing them until they are ready. The goal at the end is to ensure we are every customer first choice.
The Found by Lottie CRM system also has additional modules aside from managing enquiries. The Registered Managers and their teams also have visibility of occupancy levels, moving away from writing things down on pieces of paper or notebooks and storing all information digitally, keeping data secure and safe.
The set-up of the CRM system was a large project and involved merging all data from various spreadsheets and importing them on the system. Back in July, the system went live and since then the team on the ground have not looked back at previous processes. Found has helped to provide at least for now a solution to several problems: from a GDPR perspective how data was stored and captured; keeping a log of what contact had been made with customers and tackling the administrative time and resource spent previously in logging customer details. The trial of both the enquiries and occupancy modules has been successful and the Found team have been on-hand to provide training to all who require access. The final module offered through the system is the finance system, which we are exploring but awaiting the new finance system to come in place so we can test this.
Lee Quirke, Senior PR, Communications and Marketing Executive, who has been managing the marketing for Your Choice Barnet’s care homes said:
“This is an exciting time for Your Choice Barnet. In a short space of time, we have successfully migrated all data we were holding about our residents and prospective customers. The new system in place means we are committed to a customer-first approach, from the point we receive an enquiry to hopefully becoming a resident. The Found by Lottie CRM has helped simplify operations for all including our Registered Managers and Family Liaison Manager. I want to extend my thanks to the Your Choice Barnet team who have invested time to get familiar with the system to best support our customers who are at the heart of what we do. Even for our existing residents, we now have the option to engage better with relatives. The system can show a clear timeline from when a resident may visit on a respite basis to later converting as a permanent resident of ours. From a marketing perspective, the system allows me and my colleagues to produce reports on enquiries and occupancy which is helpful to review the quality of a lead and measure the success of the marketing activities we have been running over the past year. The system has dashboards which will allow us to make informed decisions quicker. I want to extend my thanks to the team at Found for supporting us and making the transition from paper to digital as smooth as possible, this has really refined how we operate for the better”.
Tom Frost, Head of Commercial at Found said:
“We’re really excited about the launch of Found by Lottie at Your Choice Barnet. The partnership highlights our commitment to supporting the Care Sector as it transitions from paper/spreadsheet-based enquiry systems over to more sophisticated systems like Found. The whole team at Your Choice Barnet has been amazing in embracing the migration process and we’re confident of some brilliant results. Team Found is looking forward to developing a strong partnership with Lee and the team and can’t wait to work together to optimise Your Choice Barnet’s enquiry management and support their brilliant homes.”