The leasing staff at a prominent senior living operation was stretched thin by inbound calls, lead generation, and data collection. After handing these tasks off to Aline Contact Center, alongside Aline CRM, their team was able to dedicate more time to building relationships with prospective residents and their families.
The leasing staff at a prominent senior living operation was stretched thin by inbound calls, lead generation, and data collection. After handing these tasks off to Aline Contact Center, alongside Aline CRM, their team was able to dedicate more time to building relationships with prospective residents and their families.
This privately held, Florida-based operator offers innovative housing solutions for seniors in need of independent living, assisted living, memory care, and skilled nursing services. Their teams are committed to providing warm, inviting, and comfortable accommodations where residents can thrive and feel celebrated and loved.
Their busy service center supports community leaders across their entire senior housing healthcare ecosystem. They offer an enriched lifestyle coupled with quality care and a focus on maintaining family and social relationships. Comfortably elegant, distinctively southern, and constantly attentive describe the environment residents find across its 40+ communities in the Southeast.
For the leasing team, time was the limiting factor.
Answering inbound calls, capturing lead data, and following up with prospects are essential to filling their communities, but these time-consuming tasks also pulled leasing staff away from focusing on work that moves the needle: giving tours, running discovery meetings, and guiding families through the decision to move in.
Without a system to handle the front-end inquiry volume, counselors were stretched across too many responsibilities.
Prospects on tours received less time and attention.
Follow-up was inconsistent.
And without granular data to work with, the team had limited visibility into what was working and how to improve.
The team was working hard but operating below its potential. The challenge wasn’t effort, it was capacity.
This organization implemented Aline Contact Center alongside Aline CRM to address the core problem: leasing staff were spending too much time answering phones and recording lead data rather than building relationships with families and staying focused on tours.
Rather than counselors splitting their attention every time a call came in – or worse, missing the call altogether – Aline Contact Center handled incoming calls, captured lead information, and queued follow-ups.
“I could be moving one family forward, [Aline] Contact Center is taking incoming calls,” says their Regional Business Development Coordinator.
“It’s like having a part-time salesperson backing me up. We can rely on the Contact Center for consistency, and to leave a good first impression, which is key for any sales relationship. The call gives us the best opportunity to court a family and ensure they move in.”
Call notes from the Contact Center are entered directly into Aline CRM in real time, so onsite staff can stay focused on the families in front of them without worrying about what they are missing.
Beyond managing the prospect pipeline, Aline CRM surfaced the data the company needed to make strategic decisions, like which lead sources were performing, where conversion was breaking down, and how tours were trending over time.
“Aline CRM shows us what we’re doing right and where we can do better. No other service paints such a vivid picture to help sales and marketing develop a strategy for where they need to be,” the Regional Business Development Coordinator added.
Instead of relying on quarterly summaries and fragmented data, the team had a live view of what was working and where to focus.
With Aline Contact Center handling the front-end volume and Aline CRM organizing and tracking follow-up, the leasing team had a clear, uninterrupted process from initial inquiry through tour scheduling and move-in.
Fewer manual handoffs, offloading calls to the Aline Contact Center team, and better pipeline visibility made more time for the families who need it most.
“With Aline, we could get going on the assessment, start gathering documents, and they’d be well on their way to moving in. Aline doesn’t just help salespeople in theory. I see it put into use every day.” – Regional Business Development Coordinator
Following implementation of Aline CRM and Aline Contact Center, initial tours jumped 68%, from 22 to 37.
New leads increased 15%. Lead-to-tour conversion improved from 18% to 27% — a 50% relative improvement.
During the period following implementation, occupancy increased from 77% to 93%, while the leasing team was able to spend more time with prospects.
The Contact Center absorbed approximately 20 hours of phone talk time each month at one community — time that previously pulled counselors away from tours, follow-up, and relationship building.
The Regional Business Development Coordinator explains the financial impacts plainly:
“When you break down the daily cost of the Contact Center — because they’re available in the mornings, evenings, and over the weekend, even when your salesperson isn’t on-site — that saves us $40 a day. That’s well worth the value for what is essentially a part-time salesperson backing up every family advisor in a community.”
More time with prospects. Better outcomes for families.
The operational shift showed up most visibly in how counselors spent their days. The Regional Business Development Coordinator, who has used Aline products since becoming a leasing counselor at the organization, saw it firsthand.
“Thanks to Aline, I could have as many as three tours in a day. If a prospect was interested, I could spend up to ninety minutes or even two hours with their family. With Aline we could get going on the assessment, start gathering documents, and they’d be well on their way to moving in. Aline doesn’t just help salespeople in theory — I see it put into use every day.”
While counselors were in those tours, the Contact Center was already handling the next inquiry.
The result was a leasing process that moved faster without asking more of the people running it.
Aline CRM gave the team an equally clearer view of what was driving results — and where to focus next.
“Aline shows us the sales and marketing story. How many leads are we getting? Is the lead mix lacking in variation or relying too heavily on one source? Where are the opportunities? How many tours are we giving? Aline CRM shows us what we’re doing right and where we can do better. No other service paints such a vivid picture to help sales and marketing develop a strategy for where they need to be.”
Aline is currently deployed in eight of the operator’s communities, with plans to expand to more of the company’s portfolio.
“As we acquire new communities, we’ve been onboarding them with Aline. If a community without Aline service is struggling, we’ll implement Aline there as part of our strategy to help the residents and staff in those locations,” the Regional Business Development Coordinator says.
The organization has access to the Aline team members they have collaborated with previously. This continuity of service ensures the partnership between Aline and this organization is strong, and that the Aline team is positioned to service each community’s particular needs.
“I feel confident implementing Aline anywhere regardless of how much staff we have there. The same folks are always helping us, so we’ve gotten to know the Aline team and they’re very professional. They know what to look out for and make sure nothing falls through the cracks.”
As the organization’s leadership continues expanding Aline across the portfolio, their leasing teams can look forward to improved lead management, better data visibility, and more quality time with potential residents.
Aline Contact Center handles inbound calls and lead capture so your leasing team can stay focused on tours, follow-up, and building relationships with prospects.
Aline
Aline helps senior care operators bring clarity to complex operations by connecting marketing, sales, clinical, dining, and financial systems on one unified platform. Serving more than 9,000 communities, Aline brings together CRM, care, billing, payments, and business intelligence so teams have shared visibility and fewer tools to manage.
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