Brookdale Selects RealPage Senior Contact Center
RealPage will serve as Brookdale’s marketing service provider, delivering managed and verified prospect referrals
(March 4, 2013) — Today, Brookdale Senior Living, the largest owner and operator of senior communities in the United States, selected RealPage, Inc. (NASDAQ: RP), to provide management of all inbound marketing prospect calls through RealPage Senior Contact Center, the nation’s largest contact center dedicated to the senior housing industry.
“One of the biggest challenges our clients have is making on-site staff, who in addition to inbound requests are focused on client satisfaction and retention, available 24/7 for revenue generating calls,” said Mike Daley, president, RealPage Contact Center. “Our contact center is designed to enable owners and managers the ability to lease more units, reduce overall marketing expenses and free-up on-site leasing staff to focus on resident experience and occupancy.”
Serving as a client’s lease marketing center, RealPage Senior Contact Center handles all of the client’s inbound marketing responsibilities from answering leasing calls and emails, to scheduling site appointments and tours, to real-time management and tracking of prospect leads. Through conversations with trained senior housing specialists, phone calls, emails and chat interactions are answered on time, in a friendly and professional manner.
Before engaging RealPage, Brookdale Senior Living’s prospect referral calls were answered by a sales counselor at the individual community level. “With the large number of calls we received on a daily basis, both through our Internet presence as well as through print media, and with the busy schedules of our sales associates, they are not always available to take a call while continuing to provide the service our customers had come to expect from Brookdale,” said Jim Pusateri, senior vice president of sales with Brookdale. “Since implementing the RealPage Senior Contact Center, we now have the ability to collect phone numbers from 93% of incoming calls.”
“With RealPage Senior Contact Center, their housing specialists take the hard work and enormous cost out of lead generation, and take it to the next level,” added Pusateri. “Not only do they act as the face of each individual property, handling prospect calls and emails with a database of every aspect of the more than 600 senior living communities we own or manage, but they provide us the verified prospect information we need to nurture each lead into a resident.”
RealPage Senior Contact Center is part of the RealPage Senior Living solution, a completely integrated Care Management, Community Management and Marketing Management platform that helps owners and managers attract more residents and improve the living and care experience enjoyed by those residents.
Located in Carrollton, Texas, a suburb of Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States. Its on demand product lines include OneSite® property management systems that automate the leasing, renting, management, and accounting of conventional, affordable, tax credit, student living, senior living and military housing properties; LeaseStar™ multichannel managed marketing that enables owners to originate, syndicate, manage and capture leads more effectively and at less overall cost; YieldStar® asset optimization systems that enable owners and managers to optimize rents to achieve the overall highest yield, or combination of rent and occupancy, at each property; Velocity™ billing and utility management services that increase collections and reduce delinquencies; LeasingDesk® risk mitigation systems that are designed to reduce a community’s exposure to risk and liability; OpsTechnology® spend management systems that help owners manage and control operating expenses; and Compliance Depot™ vendor management and qualification services to assist a community in managing its compliance vendor program. Supporting this family of SaaS products is a suite of shared cloud services including electronic payments, document management, decision support and learning. RealPage’s MyNewPlace® subsidiary is one of the largest lead generation apartment and home rental websites, offering apartment owners and managers qualified, prospective residents through subscription, pay-per-lead and LeaseMatch pay-per-lease programs. Through its Propertyware subsidiary, RealPage also provides software and services to single-family rentals and low density, centrally-managed multifamily housing. For more information, call 1-87-REALPAGE or visit www.realpage.com.
About Brookdale Senior Living
Brookdale Senior Living Inc. is a leading owner and operator of senior living communities throughout the United States. The Company is committed to providing an exceptional living experience through properties that are designed, purpose-built and operated to provide the highest-quality service, care and living accommodations for residents. Currently the Company operates independent living, assisted living, and dementia-care communities and continuing care retirement centers, with 648 communities in 35 states and the ability to serve approximately 67,000 residents. Through its Innovative Senior Care program, the Company also offers a range of outpatient therapy, home health and hospice services, primarily to residents of its communities.