The customer chose to protect their confidential information
Integrated Senior Care Platform
About the client
The customer in this case is a company formed through the merger of three major players in the senior living sector. It provides solutions tailored specifically for senior living communities. The company’s mission is to improve the high quality of life for senior residents by offering a unified, high-performing platform that streamlines critical workflows across sales, marketing, operations, leasing, billing, and resident care. By consolidating these functions into a single system, the client aims to help care facility staff reduce administrative burdens and devote more time to activities that directly enhance resident satisfaction and community well-being.
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Business Context
The customer employs between 100 and 200 people and serves nearly 6,000 senior living communities across the US, Canada, and the UK. Their in-house IT team manages a range of software development and support tasks. In order to deliver a seamless experience, the company integrates with over 100 external partners – highlighting a strong reliance on third-party vendors for specific features and services. This business model requires continuous and efficient software integration.
Challenges
Andersen was engaged to address several industry-specific challenges, including:
- System integration. Connecting with legacy platforms while ensuring data consistency and smooth operations;
- Data migration. Transferring data from outdated systems without compromising integrity;
- Staff training and change management. Equipping staff with necessary skills and overcoming resistance to new technology;
- Customization and scalability. Building a solution that is both adaptable to diverse client needs and scalable for future growth;
- Data security and compliance. Meeting data protection standards and complying with such regulations as GDPR and HIPAA;
- Cost and resource management. Controlling project costs and allocating resources efficiently;
- Ongoing support and improvement. Maintaining the system post-launch through continuous updates and support;
- User-centered adaptation. Incorporating feedback from caregivers and residents to improve the system over time.
Project overview
As a result of Andersen's involvement and contribution, the customer aimed to:
- Expand market presence while remaining compliant with regional regulations;
- Protect sensitive resident data through strong security measures;
- Scale effectively without sacrificing flexibility for diverse client needs;
- Drive innovation to meet the evolving demands of senior living communities.
About the project
The solution to be developed was envisioned as a fully integrated platform tailored for senior living communities. It was intended to unify core business functions – including resident care, sales, marketing, finance, and operations – within a single, high-performance ecosystem. The platform aimed to enhance operational visibility, automate critical workflows, improve family communication, and ensure regulatory compliance. Designed with flexibility and scalability in mind, it was also expected to integrate seamlessly with both legacy systems and modern third-party tools.
App functionality
Andersen made it possible for the customer to obtain:
- 360° resident profiles with real-time access to key data, such as health conditions, preferences, and service history;
- Custom care assessment tools for capturing individualized needs, enabling tailored care plans and precise billing;
- A mobile companion task app to empower caregivers to manage tasks, record services, and ensure accurate billing via a mobile phone;
- Incident reporting and infection management capabilities for logging incidents, tracking infections, and issuing automated alerts;
- A CRM system to streamline the sales process, improve occupancy, and provide in-depth prospect tracking and reporting
- Marketing automation to support campaign management through email marketing, social media integration, and auto follow-ups;
- Billing and accounting software with real-time dashboards and automation features for efficient financial control;
- Revenue management features to detect and recover lost revenue by verifying that all services are properly billed;
- Monitoring and reporting dashboards with centralized data views to support operational insights and informed decision-making;
- Workflow automation tools for automating task distribution, scheduling, and internal communication workflows;
- Family engagement tools to keeps residents’ families updated on activities, events, and well-being to foster stronger relationships;
- Third-party integration support, including Google Calendar, Docusign, QuickBooks, Oracle PeopleSoft, and HubSpot.
Solution
In technical terms, the project leveraged a service-oriented architecture (SOA) to ensure scalability, flexibility, and efficient integration with legacy systems. The platform was built to process large volumes of data from multiple sources while maintaining high performance and complying with regional regulations – particularly in the areas of data security and privacy. Andersen’s experts took responsibility not only for system design but also for ensuring alignment with all previously defined requirements.
The project began with in-depth user research based on surveys and marketing personas. This data was then aggregated and used to drive an end-user-centered redesign – from early mockups and wireframes to fully implementable UI elements. The primary goals were to maximize intuitiveness, employee satisfaction, and overall usability. The customer was fully satisfied with the result.
Project results
Owing to Andersen's contribution, the following objectives have been attained:
- Increased operational efficiency across almost 6,000 senior living communities;
- Improved resident and family satisfaction;
- Enhanced compliance and scalability.
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If needed, we sign an NDA to ensure the highest privacy level;
We submit a comprehensive project proposal with estimates, timelines, CVs, etc.
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