90% time saved on Agreement Processing for Infinite Care Using Resident Select
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Background
Infinite Care, a leading aged care provider with 17 homes and over 1,900 residents, is committed to enhancing the customer experience. To improve its sales and admissions process, the organisation aimed to provide families with clearer financial guidance while streamlining compliance and administrative workflows.
"Resident Select enables families to know exactly what their fees, charges and financial options are to enter care."
Kim Hunt
National Sales and Admissions Manager, Inifinite Care
The Challenge
Kim Hunt, National Sales and Admissions Manager, recognised the need for a more efficient system. Before implementing Residential Select, Infinite Care's CRM offered strong reporting but lacked aged care-specific financial tools. The system:
- Didn’t clearly explain financial options to families.
- Required manual, error-prone agreement generation.
- Lacked compliance-focused document integration and e-signing.
- Didn’t auto-update pricing based on legislative changes, risking compliance.
The Solution
Upon implementing Resident Select, Infinite Care saw immediate improvements in:
- Financial Clarity: Sales teams provided clear, accurate pricing to families.
- Automated Agreements: Instant generation reduced errors and saved time.
- DocuSign Integration: Enabled remote signing for families and Power of Attorney(s).
- Compliance Assurance: Auto-updated financials ensured accuracy and compliance.
"The ability to have the financial conversations with families — Resident Select makes it so easy."
Kim Hunt
National Sales and Admissions Manager, Inifinite Care
The Results
The adoption of Resident Select led to significant operational efficiencies and improved customer satisfaction:
- Time Savings: Agreement generation, which previously took 30 minutes per document, was reduced to just a few minutes, giving a 90% time saving.
- Increased Compliance: The automation of agreements and digital signing led to a higher rate of returned, signed documents, reducing compliance risks.
- Better Customer Experience: Families appreciated the clarity and professionalism of financial discussions, leading to more informed decision-making.
- Staff Efficiency: Sales team members could focus more on value-added activities rather than administrative tasks, improving overall productivity.