Project Name
How a Senior Living Provider Achieved Over 75% Resident Engagement with Salesforce
A well-known senior living organization in the U.S. is dedicated to helping older adults live safe, connected, and fulfilling lives, especially those without close family support. They focus on not just health, but also emotional care and social connection.
As more residents joined and care programs expanded, it became harder to manage information spread across different systems. Staff found it difficult to get a complete view of each resident or respond quickly to their needs.
That’s when they partnered with Ksolves to bring everything together using Salesforce. The result was faster support, better coordination between teams, and a smoother experience for both staff and residents.
Here are the major challenges we addressed while helping the organization scale its resident care and operations:
- Fragmented Resident Data Across Systems: Multiple siloed applications handled resident medical records, social history, event attendance, and personal goals. This lack of centralized visibility made it difficult for care teams to understand each resident’s complete journey.
- Manual and Reactive Processes: Event logging, aspiration tracking, and wellness updates were handled manually. This led to missed follow-ups and limited visibility into emerging issues like social withdrawal or health risks.
- Limited Self-Service for Residents: Residents had to rely on physical notices or phone-based interactions to manage their community involvement, goals, and service requests, often delaying participation or escalation.
- No Real-Time Insights for Caregivers: Coaches and consultants lacked dashboards or alerts to identify changes in behavior, health trends, or risk patterns in real-time, leading to reactive rather than preventive interventions.
- Unstructured Data Bottlenecks: A significant amount of data came through unstructured formats like journal entries, health notes, and JSON logs. Processing and interpreting this data for actionable insights was a major hurdle.
- Lack of a Unified Escalation Workflow: There was no smart routing system for emergencies or high-priority resident needs. Staff had to manually triage support requests, leading to delays during critical situations.
- Disconnected Marketing and Outreach: Marketing teams had no real-time visibility into resident engagement levels, event participation, or behavioral preferences, making personalization and wellness program promotion difficult.
To overcome these challenges, we implemented tailored solutions focused on unifying data, enhancing staff collaboration, and driving proactive resident engagement:
- Digital Resident Portal via Experience Cloud: A self-service web experience was developed using Salesforce Experience Cloud, tailored for elderly users with accessible design principles. The portal enables residents to view and RSVP for community events, set and track personal development goals, celebrate milestones through a community feed, and easily contact coaches or support teams with just a few clicks.
- Agentforce-Powered Virtual Assistant: A conversational AI Assistant was embedded within the portal to provide 24x7 guidance and support. It helps residents register for events and receive reminders. They can also add or remove personal goals and get instant assistance. In case of emergencies, the assistant routes requests directly to human agents, including resident history and current context. This reduces dependency on staff while improving responsiveness.
- 360° Resident Intelligence with Salesforce Data Cloud: A consolidated resident profile was created by integrating structured and unstructured data from multiple sources, including health updates, community participation logs, and personal notes. AI models analyzed journal entries, trends, and sentiment to detect emotional changes or disengagement. Dashboards provided caregivers with real-time insights into residents’ physical, social, and emotional well-being.
- Internal Dashboards and Crew Tools: Internal dashboards and crew tools enabled staff to analyze complex data from wearable integrations and care applications. They could monitor individual and group wellness metrics and detect anomalies, such as sudden changes in activity or social withdrawal, using Einstein AI. The system automatically triggered alerts and workflows to initiate timely follow-ups or interventions.
- Personalized Marketing Outreach: Salesforce Marketing Cloud and Pardot were integrated for personalized outreach. Residents were segmented based on behavioral data, preferences, and participation. Outreach was automated for wellness campaigns, event invitations, and inspirational content. Messages were delivered through preferred channels, such as email, SMS, or portal alerts, increasing open and response rates.
- Multi-Agent Coordination Framework: Finally, a multi-agent coordination framework using Omni-Channel and MuleSoft was built to connect internal departments, including wellness, recreation, medical, and spiritual services. The framework enabled seamless task sharing, alert routing, and case management. AI-powered intent recognition assigned ownership and automated escalations. This ensured that all team members worked from the same up-to-date resident profile.
The new Salesforce-powered platform delivered measurable improvements across resident engagement, operational efficiency, and care personalization.
- Over 75% Resident Engagement: Up from 40%, thanks to the self-service portal and event participation features.
- <5 Minute Emergency Response: AI-driven escalation routes cut average emergency handling time from 20+ minutes to under five.
- 80% Goal Tracking Adoption: Residents actively used the portal to set and update personal goals and aspirations.
- Proactive Life Coaching: Full visibility into resident profiles enabled personalized, data-informed care planning.
- Structured + Unstructured Data Insights: Unlocked actionable insights from journals, health notes, and logs for early detection and prevention.
- 35% Marketing Conversion Rate: Personalized engagement strategies tripled marketing campaign performance.
Through a strategic Salesforce implementation, this senior living organization transformed its approach to care and engagement. What was once a fragmented system became a unified, AI-powered ecosystem that empowers residents, supports caregivers, and drives personalized outreach. The platform continues to evolve, proving that even in traditionally high-touch industries, digital transformation can unlock both empathy and efficiency at scale.
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