Case Study: Spectrum Retirement improves crisis communication, QA, and occupancy with Invoca

Spectrum boosts resident reviews 160-strong with Invoca

Spectrum Retirement Communities, a senior living operator, faced the immense challenge of pivoting its communications and operations in response to the COVID-19 pandemic. They needed to keep residents safe, inform families, and maintain trust while their marketing message became suddenly inappropriate. To address this, they utilized the Invoca platform and its Signal AI conversation analytics.

Invoca provided the solution by enabling Spectrum to set up 24-hour hotlines and use AI to track COVID-19 related concerns in calls. This allowed for proactive, consistent messaging that helped keep infection rates low. The results were significant, including 160 positive customer reviews and a 20% reduction in resident turnover. Furthermore, Invoca's automated call QA later helped Spectrum improve sales agent coaching and exceed pre-pandemic occupancy levels.

Spectrum