Case Study: Juniper Communities connects with more prospective residents and boosts inbound opportunities with Marchex Speech Analytics

Juniper connects with more prospective residents by improving the caller experience

Juniper Communities, a senior living operator based in Bloomfield, NJ, faced missed calls and weakened first impressions after realizing many team members had multiple, conflicting responsibilities. After transitioning all 17 communities to Marchex Speech Analytics (including the Marchex agent script tracking tool), Juniper identified dropped calls and staffing gaps that were costing prospective resident contacts.

Marchex helped Juniper adjust staffing during peak times and deployed its agent script tracking and speech analytics to score conversations, standardize scripts, and drive coaching. Within 60 days Juniper’s first-impressions team scores improved 10%, inbound opportunities and call connection rates increased, and the company delivered a measurably better caller experience using Marchex’s tools.

Juniper Communities

Cindy Longfellow

VP of Sales & Marketing