Lead Genie Operations Platform

Lead Genie operates as a high-volume contact center supporting senior living communities nationwide. Their business processes involve managing relationships with corporate entities that oversee multiple senior living communities, each offering various care levels including Independent Living (IL), Assisted Living (AL), Memory Care (MC), Enhanced Assisted Living (EAL), and Skilled Nursing (SN).

Key Business Operations

• Inbound call handling and lead capture for senior living communities
• Tour scheduling and tracking with CRM integration
• Community information management including pricing, amenities, and care levels
• Staff coordination across multiple time zones and regions (Northeast, Southeast, West)
• Script management for customized call handling per community brand
• Performance reporting and analytics for client communities

Services Provided

• Custom Zoho Creator application development (47,000+ lines of Deluge code)
• Business process automation and workflow design
• Role-based access control implementation
• Custom UI/UX design with branded interfaces
• Email notification system development
• Third-party integration via webhooks (Make.com for Google Maps geocoding)

Lead Genie faced several operational challenges that hindered their ability to efficiently manage their contact center operations and serve their senior living community clients:

Fragmented Community Information

Community data including pricing, amenities, contacts, and care level information was scattered across multiple systems. Call center agents lacked a single source of truth to access during calls, leading to inaccurate information delivery and longer call handling times.

Manual Tour Tracking

Tour scheduling and outcome tracking was performed manually, making it difficult to measure conversion rates, identify trends, and report performance metrics to client communities. There was no standardized process for tracking tour types (TRUE vs PRE-SCHEDULED), completion status, or post-tour outcomes (Move-In, Waitlist, Deposit).

Inconsistent Pricing Updates

Pricing information across multiple care levels and unit types required frequent updates but lacked an audit trail. Agents sometimes provided outdated pricing information, potentially impacting prospect trust and conversion rates.

No Internal Support System

Internal team members had no centralized system for reporting issues, requesting features, or tracking operational problems. Issues were communicated via email or chat, leading to lost requests and delayed resolutions.

Role-Based Access Challenges

Different stakeholders (Admin, Leadership, Agents, Clients) required varying levels of access to sensitive information like pricing and performance data, but existing tools lacked granular permission controls.

The agreed statement of work encompassed the development of a comprehensive Zoho Creator application with the following scope:

1. Design and develop a centralized community management database with corporate hierarchy support
2. Build a tour tracking module with full lifecycle management from scheduling to move-in
3. Create pricing management interfaces for all care levels (IL, AL, MC, EAL, SN)
4. Implement a help desk ticketing system with status tracking and notifications
5. Develop role-based access control with four user tiers
6. Design custom branded UI pages matching Lead Genie visual identity
7. Build staff directory with employment tracking and role assignments
8. Create document and workflow management capabilities
9. Implement email notification system with change detection
10. Integrate with external services for geocoding and mapping

Technology Stack

Data Architecture

The application utilizes a relational data model with the following key entities:

• CORPORATES – Parent organizations managing multiple communities
• Communities – Individual senior living facilities with full profile data
• Staff_Directory – Employees with role assignments and authentication
• Genie_Tour_Tracker_2 – Tour records with full lifecycle tracking
• Help_Desk_Tickets – Support tickets with status workflows
• Pricing Forms (IL, AL, MC, EAL, SN) – Care level-specific pricing data
• General_Notes, Tour_Notes, Pricing_Notes – Context-specific documentation
• Scripts, Skills_Dispositions – Call handling reference data

Key Technical Features

Role-Based Access Control: Four distinct user roles with granular permissions control visibility of sensitive data like pricing and performance metrics. The system uses Staff Directory lookups against login credentials to dynamically show/hide fields and restrict page access.

Change Detection for Notifications: Email notifications implement change detection by storing original values before updates. Notifications only trigger when actual data changes occur, preventing notification fatigue from routine saves.

Custom Branded Interface: All pages feature Lead Genie brand colors (dark teal #0d5f5f and turquoise #3fbaba) with consistent typography, responsive layouts, and professional iconography. The Help Desk dashboard includes real-time statistics with visual status indicators.

The application integrates with external services to enhance functionality:

The Lead Genie Operations Platform successfully achieved all project objectives and is now in active production use:

Application Performance Metrics (Last 30 Days)

Key Achievements

• Centralized Operations: All community information, pricing, and contact data now accessible from a single platform
• Streamlined Tour Tracking: Complete visibility into tour lifecycle from scheduling to move-in outcome
• Improved Communication: Help desk system with automated notifications ensures issues are tracked and resolved
• Data Security: Role-based access ensures sensitive pricing and performance data is visible only to authorized users
• High Adoption: 59% daily stickiness rate indicates strong user engagement and value delivery

Operational Efficiency

• Eliminated manual data lookups during calls with centralized community profiles
• Reduced pricing information errors through structured data entry and audit trails
• Streamlined onboarding with standardized scripts and disposition handling guides

Revenue Impact

• Enhanced tour tracking enables measurement of conversion rates from inquiry to move-in
• Improved call handling times support Lead Genie's "speed to lead" value proposition
• Better data quality strengthens client reporting and demonstrates ROI

Team Productivity

• Help desk system reduced email-based issue reporting by providing structured ticket management
• Role-based dashboards give leadership instant visibility into operational metrics
• Staff directory integration simplifies user management and access control

The successful implementation demonstrates the power of Zoho Creator for building sophisticated, industry-specific applications with complex business logic, role-based security, and professional branded interfaces. The project continues in an ongoing enhancement phase as Lead Genie's business evolves and new requirements emerge.