Emma Richardson sits at her desk at Pier Place Retirement Village, her morning coffee steaming as she opens LivingMetrics™ Retirement Living CRM on her computer. As the senior sales consultant, she’s preparing for what promises to be an important meeting with the George family, who are visiting this afternoon. But unlike traditional first encounters, Emma already knows this family intimately, thanks to the intelligent data capture that began with their late-night conversations through ActiveDEMAND’s AI Chat Virtual Assistant.
Building the Complete Picture
LivingMetrics™ is a CRM and sales enablement platform designed for Retirement Living Operators to gather data from every touchpoint, accelerating occupancy. It intuitively collects and associates people, their behaviour and activities with each other, and prospective sales opportunities. For Emma, this means Mrs Carol George’s profile tells a rich, multi-layered story that began three months ago with a simple midnight query about social activities.
The system shows Carol’s initial 11:30 PM conversation, where she tentatively asked the ActiveDEMAND Chat Virtual Assistant about activities. The Virtual Assistant delivered videos of the gardening club and the recent group baking session at Pier Place. LivingMetrics™ makes a note and automatically tags her interests. It also noted her research timing preferences, and flagged her arthritis concerns. But the real intelligence emerged as additional family members joined the digital conversation.
Emma clicks through to Sarah Campbell’s linked profile. Carol’s daughter, identified herself during her chat as Carol’s daughter, a key decision influencer. Sarah’s evening research sessions revealed deeper concerns: “Will my mum be forced to join activities? She’s quite private and loves her own space.” The system had captured these worries alongside Sarah’s viewing history of quiet spaces and library footage, building a comprehensive understanding of the family dynamic.
The Power of Connected Intelligence
There are typically multiple people involved in making a move-in decision. LivingMetrics™ recognises this complexity better than any traditional CRM. Rob George’s mobile research from his car between business meetings added the practical dimension – downsizing services and floor plans. He identified himself as Carol’s son, another key influencer. The system automatically noted him and each family member’s concerns were associated with Carol’s primary record, creating what Emma describes as “a 360-degree view of the family’s needs.”
The system’s timeline view shows Emma the complete journey: Carol’s midnight activities questions, Sarah’s privacy concerns two days later, Rob’s mobile downsizing research the following week. Each interaction built upon the last.
The Visit That Feels Like Coming Home
When the George family arrives that afternoon, Emma greets them with remarkable insight. “Mrs George, I’m going to start by showing you our gardening spaces, I know from your research that’s really important to you,” she begins, referencing Carol’s midnight conversations. The surprise on Carol’s face quickly transforms into relief, finally, someone who truly understands her needs.
As they tour Pier Place, Emma addresses each family member’s specific concerns with precision. She shows Sarah the quiet reading corners and private garden areas that had captured her attention online. For Rob, she explains the comprehensive downsizing service, even mentioning the floor plan configurations he’d studied on his mobile.
“This doesn’t feel like a sales presentation,” Sarah whispers to her brother. “It feels like Emma genuinely understands what matters to Mum.”
Moving to Next Steps
By the end of the tour, the conversation has shifted from whether Carol should move to how she can make the transition.
Emma presents a tailored move in timeline that addresses their specific concerns: a gentle introduction to the gardening club for Carol, private settling-in periods to respect her need for space, and coordination with the downsizing service Rob had researched. The family’s three months of digital exploration had created the foundation for this consultative conversation.
“It was the first time I felt that my concerns were truly understood,” Carol reflects later. “They didn’t try to change me; they showed me how I could still be myself in a new environment.”
The Future of Retirement Living Sales
The George family’s journey illustrates how LivingMetrics™ transforms later living sales from transactional encounters into meaningful relationships. By capturing and connecting every digital touchpoint, the system enables sales consultants to begin conversations where families left off online, creating seamless transitions from digital research to personal connections.
For retirement community operators, this technology represents more than efficiency, it’s empathy at scale. Every late night worry, every mobile question, every family concern is preserved and understood, ensuring no family feels rushed or misunderstood during this crucial life transition.
A few months later, Carol George moved into her new apartment at Pier Place, taking her favourite baking equipment and joining the gardening club on her own terms. Her journey from digital curiosity to confident resident was guided by technology that understood not just her needs, but her family’s complex dynamics and decision-making process.
The future of later living engagement is here – available 24/7, respectful of preferences, and incredibly intelligent about human needs.
LivingMetrics™ is a comprehensive Sales Enablement Platform providing tools like AI Assisted next sales step, video creation and management, along with a host of other tools to aid Later Living Sales. Available exclusively in the UK from Lead Intuition, call for a no obligation Chat on 01603 552696 or email hello@leadintuition.co.uk