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Challenge
Grace Management owns and operates over 60 communities across the continuum of care in 20 states. In 2022, they identified the need to consolidate disparate software platforms into a unified solution.
Their existing systems didn’t communicate with one another, causing their staff to rely on manual and inefficient processes to run daily workflows. Additionally, without a unified solution for brand design and distribution, they struggled to present a cohesive brand across their communities.
Their executive leadership also identified the need for a comprehensive data analytics solution, so they could access performance visibility across the portfolio.
By rolling out LifeLoop across their communities, Grace Management was able to bridge operational and resident engagement gaps that previously depended on manual, cumbersome processes.
They first prioritized the key pain points of resident activity calendar creation, encompassing tasks such as calendar design, scheduling, and communication–an essential workflow that demands the most time from operational staff. LifeLoop empowers staff with professional calendar design templates, intuitive scheduling, distribution (digital displays, resident and family portal/app, website embedding, and printing), and attendance tracking and reporting, all of which were previously managed manually and/or via disjointed systems.
They also implemented LifeLoop Insights, our advanced data analytics solution. The organization now has instant visibility into community performance and resident life, with the tools and knowledge to confidently establish repeatable best practices that are based on data-driven insights.
The scale of efficiencies brought on by our new streamlined daily workflows cannot be overstated. LifeLoop is not simply a software we’re using to build calendars; it has laid a foundation for our ongoing digital transformation and innovation strategy that truly sets our communities apart.
Dr. Ashlea Smalley
National Director of Memory Care and Life Enrichment, Grace Management
Results
With LifeLoop embedded into daily processes and activities, staff members are able to complete work tasks more effectively and with greater ease. The resulting impact from these daily workflow efficiency gains resulted in a 16-point increase in staff net promoter score (NPS) at the close of the 12-month research period, from an initial score of 55 to a final score of 71.
When considering top-line growth value, Grace Management experienced an impressive 4.4 percentage point average year-over-year increase in resident occupancy from 2023-2024 (metric review of pre- and post-LifeLoop implementation), nearly two times the reported industry average for the same timeframe.
By leveraging the full LifeLoop platform, Grace Management not only achieved its initial organizational objectives, but is consistently seeing tangible ROI gains across the portfolio. Meaningful workflow efficiencies and reduced stress are leading to a considerable increase in staff satisfaction and improved retention. Residents and families are more engaged than ever before, contributing to increased average length of stay.