The challenge
This senior-living operator manages a network of retirement communities for independent Australians. Its teams coordinate sales, resident services, marketing and the preparation of homes between residents.
As the business prepared for growth, it wanted its digital systems to better support that work. The task was to connect these functions, give teams more direct control over everyday processes and introduce changes within a short delivery window while maintaining day-to-day operations.
Continuity during change
Introduce new processes while teams continued serving residents and managing community operations.
Practical team ownership
Put communication and workflow tools in the hands of the people using them.
What we did
8Squad connected Salesforce across sales, service and marketing, with integrations to other core systems. A low-code approach supported changes to everyday business processes.
Marketing communication
Tools gave the marketing team direct control over email communication.
Sales follow-up
A sales cadence framework supported follow-up and coordination.
Property transitions
A mobile application helped village managers manage renovation and reinstatement workflows between residents.
What changed
Marketing could manage email communication directly, sales teams had a shared follow-up framework, and village managers had a mobile workflow for property transitions. Each team had more direct control over defined parts of its everyday work.
| Focus | Goal | Delivered capability |
|---|---|---|
| Marketing | Give the team direct control over email communication | Email tools managed by the marketing team |
| Property transitions | Coordinate renovation and reinstatement work | A mobile workflow for village managers |
