Choosing new senior living CRM software can be a daunting task. But it can also be an opportunity to discover new features that can enhance your sales culture. Below, you’ll find helpful tips for choosing a new CRM.
The Senior Living CRM Search: Make Your List and Dream Big
Before you schedule demos, make a list of what you like about your current CRM and everything that frustrates users. Create three lists: Must Haves, Would Be Nice to Have, and Non-Negotiables.
Here are some of the top considerations when researching senior living CRMs:
- Ease of Use: Like our prospects, we’re comfortable with the familiar. Change is difficult. We want our users to transition with ease.
- Better Reporting: With more robust reporting, you can increase transparency between marketing and sales teams. Look for a system that delivers what you want on all levels of reporting. Think basic user through leadership team.
- A Refined User Experience: Sales and marketing teams today don’t function on recording activity alone. There are many roles within the department. Look for a system that delivers an experience tailored to different roles.
- Simultaneous Support of Multiple Service Lines: Communities are no longer operating within the brick and mortar communities. Today, there are multiple lines of service, community outreach efforts, and census management functions. Each one has its own set of data fields, workflows, and supporting reports. Choose a CRM that can deliver on the expanding markets your community is either currently immersed in or considering for the future.
- Defined Sales Process: Senior living counselors are no longer order takers. Competition is fierce. Having a defined sales process that everyone follows is the key to success. Whether you want a pre-defined process or you want to build your own, make sure to implement a CRM that supports process. Bonus points if it can simultaneously support multiple processes or workflows that tailor the experience for your different service lines.
- Marketing Automation: Whether it’s simply having a more efficient way to send and track personal email or you’re seeking full-blown marketing automation, the future of senior living marketing and sales involves marketing automation. Select a tool that supports forward-thinking and emerging marketing trends.
Senior Living CRM: Fear of Data Migration
Make sure the vendor you select can seamlessly move your data, including your waiting lists and prospect activity history. Ask potential vendors the following:
- Do you have a reliable process covering all data migration facets of extraction, translation, cleansing, and validation?
- Will you perform analysis and inspection of the information to validate data quality? Will you pinpoint required data and highlight gaps in the data from the current system?
- Are you well versed in detailed mapping and transformation exercises to define migration rules, cleansing routines, and final execution plans?
Senior Living CRM Training, User Support, and Flexibility
Learning a new system requires training, reinforcement, and on-going support. Here are some questions to ask before you sign a contract with a new CRM provider:
- How do you train people on the new CRM?
- What kind of ongoing support do you offer? Do we have to pay extra for it? (Think online learning center, live support, built-in knowledge base.)
- Is the CRM flexible enough to support future changes users may want to make in data fields, workflows, and reporting? Can we make these changes ourselves, or will we have to pay you (the CRM vendor) for any changes?
Senior Living CRM Implementation: Embrace the Change
Regardless of which CRM you choose, you will experience a learning curve. Embrace this fact and go with it. Fear of change can be paralyzing and inhibit the ability to accept and retain new information. Remember, the impact of learning a new system will be far less scary if each member of your team is open to change.
Finally, don’t let the fear of change keep you from diving into the search. The process of vetting, selecting, and implementing a new CRM may take longer than anticipated. Budget at least 90-120 days for the process.