How Clayton Church Homes created a seamless resident journey

Published: 23 July 2024

Keeping track of the details across 13 villages

Managing sales and resident relationships across multiple retirement villages requires good communication and access to up-to-date information. For Sally Middleton, Relationship Manager (Retirement Living/Home Care) at Clayton Church Homes, much of the working week is spent travelling between villages. Sales enquiries, resident requests and maintenance issues still need attention, regardless of which location she is visiting.

The organisation also needs to maintain accurate information as prospective residents move through the sales process. Enquiries, village tours and follow-up conversations all contribute to building relationships, while details gathered during those conversations remain important once someone becomes a resident. Clayton Church Homes wanted a practical way to manage these responsibilities across its villages, while giving the wider organisation better visibility of sales activity and resident interactions.

Connecting sales, resident information and everyday requests

Operations Management, powered by Centrim Life, gives Clayton Church Homes a central place to manage village operations and resident requests, while CRM supports the sales journey from initial enquiry through to move-in. Together, these solutions make information easier to access across locations, support timely follow-ups and give the organisation a clearer view of sales performance and customer service.

Operations Management: Keeping resident requests moving across villages

Operations Management, powered by Centrim Life, gives Sally access to important information wherever she is working. She can switch between villages to review resident interactions, check previous notes and see outstanding tasks or requests. This makes it easier to stay informed and respond to residents without needing to be physically present at a particular village.

Sally can also create follow-up tasks for herself or assign work to the maintenance team, keeping requests moving and helping staff stay on top of their responsibilities. Having this shared view supports more consistent communication, particularly when managing relationships with residents across several locations.

CRM: Making every stage of the sales journey easier to manage

CRM has made it easier for Clayton Church Homes to manage prospective residents and keep track of sales opportunities. When a new enquiry comes in, Sally can enter the details into CRM, organise follow-up tasks and manage the prospect's progress through the sales cycle.

Once someone decides to move in, their status can be changed to 'Resident', with information collected during the sales process automatically transferred into their resident profile. This saves time on repeated data entry and makes the transition into village life easier to manage, with important information already available to the team.

CRM also provides clearer visibility of sales performance. Sally can report on enquiry volumes, village tours and conversion rates, giving the board useful information to review activity and understand how sales are progressing across the villages.

Building stronger relationships from the very first conversation

For Clayton Church Homes, a positive resident experience begins well before someone moves into a village. By keeping information connected throughout the sales journey, the team can build on the relationships established during those first conversations and carry that understanding into everyday resident service.

For Sally and her colleagues, this means having the information they need to stay responsive across 13 villages, while giving prospective and existing residents a more consistent, personal experience.