Follow the journey stage by stage. On the left is what the family experiences. On the right is exactly what your team sees and does in the CRM. Nothing slips through the cracks.
Rachel downloads the care & fees guide or sends an enquiry. Instead of “thanks, we’ll be in touch”, she lands on a warm thank-you page with a short welcome video and an invitation to book a time that suits her.
▶ See the real enquiry form ▶ See the thank-you + booking
The enquiry lands instantly — no copy/paste. A new contact + opportunity is created at New Lead, stamped with the home she chose.
Rachel picks a time. She instantly gets a calendar invite, plus SMS & email confirmations — then friendly reminders a day before and an hour before. She feels looked after before she’s even spoken to anyone.
The opportunity moves itself to Consult Booked, the appointment appears on the manager’s calendar, and a task is created.
Rachel has a genuine, unhurried conversation about her mum’s needs. Afterwards she gets a recap (if you choose to send one) and — if she’s ready — a link to book a viewing of the home.
Your manager fills one short status form after the call. The system reads the outcome, moves the stage, and captures the notes — even if they never touch the pipeline.
She books a viewing on the home’s own calendar, gets the same confirmations and reminders, and comes for a show-around. If she can’t make it, a gentle reschedule sequence brings her back.
After the tour, a viewing form captures how it went — what she loved, any concerns, and the next step. The record holds the whole story for anyone who picks it up.
Rachel agrees to move her mum in. The experience has been calm, prompt and human from the very first click — the reason families choose you over a home that took six days to call back.
The opportunity moves to Agreement, an assessment form captures care needs for the home, and the move-in is stamped for reporting.
Everything above works as a simple CRM your team already understands. When you’re ready, switch on automated voicemail drops, video messages, missed-call text-back and the AI receptionist — the “bells & whistles”, staged in at your pace.
Try the live enquiry →