Case Study: SeniorHomes.com achieves doubled upsell rates and rapid ROI with Twilio

Seniorhomes.com Makes It Easy to Find the Right Senior Living & Care Facilities

SeniorHomes.com helps families find assisted living, independent living, and memory care through an online database backed by a phone-based customer service team. As the business grew it outgrew its hosted call center—lacking advanced reporting and seamless integration with its custom CRM—so the company needed a more scalable, integrated solution.

SeniorHomes.com built a custom call center on Twilio, integrating VoIP and real-time reporting into its PHP/MySQL CRM and deploying in three weeks plus two weeks of testing. The new system (IVR, call routing/queuing, recording, agent dashboards and unified desktop) doubled upsell rates within two months and produced a clear ROI, while improving agent productivity, manager coaching through real-time metrics, and marketing ROI via call-tracking.

SeniorHomes.com

Ken Ploeger

Developer