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Family Stages + Pausing

When you receive a new family, the family will travel through our CRM stages until they move in.

🚨 Why are stages important?

Using the proper stages trigger

email/text engagement campaigns⁠

Proper stages support in Seniorly lead routing.

Within our partnership agreement, you are to notify Seniorly of a family move-in within 1 Business day. “Won” Stage should be used.

Stage Definitions

Stage Definitions

STAGES

DESCRIPTION

NOTES

New

All families come to you as “New”

You will need to “claim” the family to see their contact information.

1st / 2nd / 3rd Contact Attempt

Number of attempts you make when contacting the family. 💡You might reach out more than 3x- we just built some benchmarks to start!

Some families might get back to you after multiple days of you trying to connect, but you also might find yourself closing a lead as "unresponsive” after a few weeks.

Discussion Options

You’ve connected with the family

Use this when you’re in touch with the family and or have heard back.

Active Tours

Scheduling tours or actively touring

Family is actively touring communities.

Post Tours

Tours are complete

Family is in the process of deciding a community or is on hold.

Family Chose My Referral (FCMR)

Family has made a decision and chose one of your community recommendations

Deposit, paperwork, or scheduled move. See the

Family Chose My Referral

⁠

page for more details.

Won

Resident has moved into a community you referred them to or has taken financial possession.

System will ask for move-in information and Seniorly will shortly invoice you. See the

Won

⁠

stage page for more details. Even if you still do not have invoice amount, please change the stage to Won and update invoice amount at a later time.

Closed

Family is not moving into a community based on your recommendation

Changing to “closed” will require you to choose a reason as to why. See the

closed reason codes

⁠

page for more details.

There are no rows in this table

⁠

Putting a Family on Pause

You might use the Pause Feature because a family is a longer searcher and does not need as many touches.

You can only use the pause feature after using a connected stage. Ex: Discussing Options, Active Tours, etc. You will not be able to use the pause feature from a 1st, 2nd, 3rd Contact Attempt Stage- so change the stage to a connected option and then use pause.

When a family is paused, you will not need to update them on the monthly audit.

You will be asked to give a Un-Paused Resume Date, as well as a paused reason. On the day of your scheduled resume date, you will get a notification in the SeniorlyHQ app and your Slack support channel that your lead has been unpaused to reach back out to.

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