Case Study

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As SMS communication becomes a vital part of our operations, we’ve identified significant gaps in our current third-party SMS solution. Key challenges include:

• Missing Features:
  • Inability to send MMS (photos, videos, or short links).
  • Bulk marketing campaigns are difficult to set up, and tracking their effectiveness is limited.
  • No option to create trackable links within the current platform.
• Costs:
  • Our current SMS solution, Prompt, costs over $60,000 per month, with growing expenses as SMS usage increases. We estimate switching to the new platform will save us nearly $700,000 annually (with a $5,000 monthly run rate).
• Workflow Issues:
  • Advisors are forced to navigate a third-party platform to send and manage SMS, creating friction in their workflow.
  • Text messages cannot be tagged with metadata to link them to specific family files.
  • Missing notifications for new messages.
  • Message counts are not persistent across sessions, making it harder for advisors to stay on top of conversations.
  • Lack of visibility into texting SLA (Service Level Agreement) performance.

To address these issues, we’re developing a native SMS application integrated directly into the Beacon Lead platform. This solution will streamline communication, enhance family engagement, and provide Senior Living Advisors (SLAs) with the tools they need to manage text interactions more efficiently. Key features include:

• CRM Integration:
  • Directly trigger SMS messages from within family files in the Beacon system.
• Real-Time Incoming Notifications:
  • Display incoming SMS notifications within the Beacon header in real-time.
• Two-Way Communication Hub:
  • Enable 1:1 conversations between SLAs and families, fostering direct communication.
• Message Filters:
  • Filters to easily view All, Unread, or Draft messages.
• UI for Failed Sends:
  • Display clear UI treatment for failed sends, with an option to resend.
  • Optional: Capture the reason for failure to optimize future interactions.
• Chat Management:
  • Ability to close a chat once the conversation is completed.
  • Access Family Files directly from the chat window for easy context-switching.
• Template Messaging:
  • Provide predefined message templates for consistent communication.
  • Allow SLAs to create and customize their own templates with the option to select tokens (e.g., names, dates).
• Automation:
  • Trigger automated SMS campaigns directly from the new platform to improve communication efficiency.
  • Include UI treatment for automated messages within the SLA interface.
• Analytics and Tracking:
  • Track the status and delivery of SMS messages for performance insights.
  • Support for Bulk Campaigns, enabling advisors to easily engage multiple families at once.

Expand Automation 

• Develop automated SMS workflows triggered by lead behaviors, such as reminders before tours or follow-ups after moves.

User Customization 

• Enable advisors to create custom templates and personalize messages with dynamic fields for a more tailored communication experience.

Integration

• Use CRM data to trigger smarter messages based on lead activity and link messages to specific lead files for better tracking.

User Feedback

• Implement an in-app feedback mechanism for advisors to report issues and suggest features, ensuring continuous improvement.

Customization and Control 

• Allow advisors to start, stop, and pause automated texts to minimize friction and create seamless experience for families.