How does Lottie qualify enquiries?

Modified on Tue, 3 Jun at 6:12 AM

Lottie qualifies enquiries in a number of ways:

Calls: Lottie uses a software called Twilio which means all calls made through Lottie are recorded via a tracked number. Recording these calls enables us to listen back and verify qualified care enquiries. In order for a call to be qualified, we listen for the following:
- The call has to be for care (e.g not a job or to speak to a relative in the home)
- The call has to be for a care service that the home provides (e.g if the home is unable to meet the enquirers care needs then this will not be qualified)
- The call must show positive intent for next steps (e.g not a general enquiry / next steps meaning a brochure sent to the enquirer, a call booked with the home manager, or a tour of the home scheduled).
Direct requests: When an enquirer requests a brochure (makes a direct request), they are required to fill out a form. All the fields within this form are mandatory meaning we capture all the care seekers contact details (ensuring numbers are valid), their residency and care preferences and funding information. We capture all the relevant information needed for you to then follow up and nurture the care seeker through to admission.
Shortlist leads: This type of enquiry is dependent on the enquirer filling out a questionnaire of their needs (including location, care type, residency, budget, intended move-in date etc.) The enquirer is also asked whether they are happy for their details to be shared with the recommended homes. If they say yes and your home has been recommended as a match, we will then provide you with all the information captured about that care seeker so that you can follow up and nurture through to admission. Alternatively, if you are switched on to Automated Responses, Lottie will send an email response on your behalf, encouraging high intent care seekers to make a direct enquiry.

All enquiry information can be found in your partner portal and will also be emailed to all relevant contacts set up to receive enquiries.