How a Senior Living Operator Captured 70% More Leads With Aline Contact Center

Guided by a commitment to personalized, high-quality support, Park Place Senior Living, a Canadian provider of independent living, assisted living, and long-term care, believes that exceptional resident experiences begin at the first connection. For Park Place, meaningful engagement with prospective residents sets the tone for the entire experience, playing a critical role in building trust and confidence from the start. But with lean staffing and no standardized process for lead response in place, maintaining fast, consistent follow-up across communities became harder to sustain.

The Challenge: High Lead Volume and Limited Sales Capacity

Like many senior living operators, Park Place operates with lean teams across its communities, and a dedicated sales staff isn’t always in place at every location. As a result, initial inquiries often fell to front-desk staff or administrators who already manage a full workload.

“Our people wear a lot of hats,” said Lina Saba, marketing director of Park Place Senior Living. “Even those with ‘sales’ in their title are doing two or three other jobs. They didn’t always have the bandwidth to handle inquiries in a timely way, especially when someone called in and expected an immediate response.”

That staffing reality made it difficult to enforce consistency, and without a standardized process, inquiry handling varied from site to site. Inquiries were often routed manually, which led to delays and, in some cases, missed follow-ups.

At the corporate level, Saba was already tracking digital campaign performance and conversion data, but phone inquiries were harder to monitor. She could see incoming calls but couldn’t confirm whether or when the sales team returned the inquiries.

“I’d see the activity, but I had no visibility into the follow-up,” Saba said. “We needed a better way to support our sites and make sure no one fell through the cracks.”

With limited staffing, inconsistent processes, and gaps in visibility, Park Place needed a more scalable, centralized way to manage inquiries — one that would reduce missed connections and improve the experience for prospective residents from the first touchpoint.

The Solution: Scalable Support With Aline’s Contact Center

Rather than invest in additional headcount, Saba turned to the Aline Contact Center to provide scalable support without overextending her teams. The goal wasn’t to replace staff — it was to ease the burden on busy community teams and let them focus on later-stage sales conversations and stronger prospect engagement.

The Aline Contact Center, purpose-built for senior living, is designed to act as a true extension of the sales team. Staffed by trained agents who understand the industry, the Contact Center handles inbound calls, follows up with web inquiries, and re-engages cold or stalled leads — all while feeding real-time activity directly into the Aline CRM With Prospect-Centered Selling (PCS).

This tight integration gives Park Place’s sales teams instant access to every interaction, eliminating gaps in visibility and ensuring no lead is missed. The Aline Contact Center doesn’t just take calls — it fuels the CRM with rich, actionable data that supports personalized follow-up and stronger conversions.

Support includes:

• Capturing leads in real time and responding quickly to new inquiries.
• Pre-qualifying prospects and gathering the right information upfront.
• Filling coverage gaps with after-hours and weekend availability.
• Providing live chat for immediate support and tour scheduling.
• Logging every interaction in Aline CRM With PCS to ensure full visibility and continuity.

For Park Place, this meant more than just extra phone coverage. The Aline Contact Center brought structure and speed to a fragmented process while seamlessly integrating with the CRM to give sales teams real-time access to inquiry details. This centralized approach enabled strategic, personalized follow-up at scale, giving Park Place a more reliable process and ensuring every inquiry received timely, professional attention.

“They’re not just picking up the phone — they’re acting as the first step in our sales process,” Saba said. “The Aline Contact Center helps us pre-qualify leads, collect meaningful details, and give our teams what they need to focus on what really drives move-ins: building relationships.”

Implementation was smooth, thanks to close collaboration between the Park Place team and Aline’s customer success staff. Even with a custom integration required for Aline CRM With PCS, regular check-ins helped ensure everything — from backend setup to regional language preferences — was handled quickly and efficiently.

“The Aline team was incredibly responsive,” Saba said. “They listened, adapted quickly, and made the whole process feel effortless. It was one of the easiest and most efficient implementations I’ve ever been part of.”

The Results: More Leads, Better Follow-Up, Stronger ROI

After implementing the Aline Contact Center, Park Place recorded a 70% increase in total leads by year-end — capturing 314 more inquiries compared to the same period the previous year.