Senior Living Organization Builds a Real-Time Communication and Back-Office Platform

This company is a national organization of Independent, Assisted Living and Memory Care communities across the United States with a culture of delivering superior service and financial returns. The management team has more than 50 years of experience in the senior living industry, spanning the entire continuum of care. They believe in scalable, state-of-the art systems that provide real-time data and key performance indicators. Digital transformation is something that could not wait. When lives are at risk, senior living centers must respond quickly. Our Industry Accelerator gave them the ability to not only respond but enhance the communication and support across their whole network.

The Business Challenge

Members of the startup, founded in 2017, had previously used the Microsoft Dynamics CRM platform.
The leaders wanted the Dynamics functionality to model their industry requirements, manage data and use the security of Microsoft Azure to drive workplace innovation.

The team wanted the flexibility to support changes in their business process and enter information once for multiple systems. This impacted the decision to add Microsoft Dynamics Finance and Operations and Dynamics CRM to their Business and IT solution.

Velosio showed their commitment to success with their senior living community knowledge and Microsoft Dynamics Accelerators. Project goals included working with technology that could be configured quickly. The Microsoft stack of products enabled them to build a hub and spoke model to run sophisticated back-office systems that enabled the entire organization to work with the same data set.

One of their main objectives was to get up and running fast. Velosio’s knowledge of Microsoft Dynamics 365 enabled the client to execute accounts payable, accounts receivable, and general ledger functions within 12 weeks. They also added property for leasing support and other back-office operational activities.

Real Estate Experience Makes the Difference

The Microsoft Dynamics 365 platform provides the power to run a central system while determining next steps and rolling out the project in phases.

A Microsoft partnership combined with Velosio’s real estate experience enables clients to take an agile approach to adding new functionality. Working in collaboration with the client meant Velosio was able to adapt to ever-changing requirements.

The complexity of senior living real estate models is not new to Velosio. Our experience includes…

• Standard independent living care services
• Various rate types
• Nonstandard leases
• Respite care leases that varied by state and short-term care rules
• Integration of various online lead sources that needed to be captured and automated

After successfully implementing Finance and Operations, Microsoft Dynamics 365 Customer Engagement was the next product they tackled.

1. The first step in putting together an agile team is to really focus on the minimum viable product (MVP) and remove the wish list so that the team can focus on what is critical. Having industry experience allowed the client to see what was necessary.
2. We developed a hybrid team comprising Velosio and client resources, conducting workshops that allowed the client team to get into the system as quickly as possible.
3. We also leveraged our offshore developers to provide around-the-clock development team to speed up customization.

The Results: Microsoft Dynamics 365 in Action

We’re now the go-to team for this senior living company for technology support and functionality evolution. Adding Microsoft Dynamics 365 Customer Engagement means the database works across all departments and processes can be executed in the field. This eliminates the need to rekey information or add products that do not communicate with one another. Data can now be updated at the source regardless of the entry point.

The key to the client’s business strategy was to get to market fast and seize the market opportunity. Together with Microsoft, we provided an implementation platform and agile team to establish the foundation and support continued growth.