Keeping Sales in the Selling Zone: How New Perspective Uses Further to Reclaim Time and Drive More Move-Ins

New Perspective Senior Living creates vibrant communities where older adults can live with purpose, independence, and connection. With 49 communities offering independent living, assisted living, and memory care, New Perspective serves a wide range of resident needs across the senior living continuum. 

As demand for senior living continued to grow, New Perspective recognized that while leads were plentiful, sales teams lacked the time needed to properly nurture every inquiry. This case study explores how New Perspective partnered with Further to streamline lead management and keep sales teams focused on high-value conversations, contributing to a 177% increase in Move-ins and 107% increase in tours scheduled within a year.

The Challenge: Plenty of Leads, Not Enough Time

Like many senior living operators, New Perspective wasn’t struggling with lead volume — they were struggling with capacity.

“The industry, as well as New Perspective, is not short on leads, but we are short on time.”

- David Kieffer, Senior Vice President of Sales, New Perspective Senior Living

Sales teams were inundated with inbound inquiries, but without the time or resources to nurture every lead effectively. As a result:

• Sales teams spent too much time on administrative tasks instead of building relationships
• Not every lead received timely, consistent follow-up
• Nights, weekends, and holidays created coverage gaps
• High-value prospects weren’t always prioritized when the most experienced team members were available

The result? Missed opportunities, slower follow-up, and sales teams pulled out of what mattered most: selling.

The Stopgap: Call Centers Handling the Overflow

To manage the growing influx of leads, New Perspective relied on a call center to help qualify and distribute inquiries.

While this approach provided additional coverage, it introduced a new challenge: the call center was responsible for qualifying every lead — including those that were highly unlikely to convert.

As a result:

• Call center agents spent significant time working low-quality or unqualified leads
• High-potential leads weren’t always surfaced quickly enough
• The qualification process became slower and less efficient overall

Instead of streamlining operations, this created friction in the system — with valuable time being spent on leads that would never progress.

After implementing Further, New Perspective was able to remove low-quality leads from the call center qualification process entirely. By automatically filtering and qualifying leads upfront, only viable prospects reached the call center — dramatically speeding up response times and improving overall efficiency.

The Goal: Keep Sales Teams in the “Selling Zone”

New Perspective set out with three clear goals:

1. Protect the selling zone
They wanted sales reps focused on direct prospect interactions — the conversations that build trust, drive tours, and convert move-ins — instead of getting bogged down in busy work.

2. Foster every lead, without exception
Every inquiry deserved proper qualification and nurturing, ensuring no lead slipped through the cracks.

3. Convert more tours and move-ins
By improving lead handling and prioritization, they aimed to turn more interest into action.

The Solution: Smarter Lead Management With Further

By partnering with Further, New Perspective restructured how leads were qualified, routed, and nurtured — without adding headcount.

Lead Scoring and Smarter Routing

Further’s lead scoring automatically qualifies leads using tools like VSA and CW, ensuring the right people engage at the right time.

“Further's lead scoring has helped us prioritize when we have our A-team, meaning our community-in-the-know members reach out versus our more remote call center agents.”

- David Kieffer, Senior Vice President of Sales, New Perspective Senior Living

This allowed for three significant workflow changes:

• High-intent, high-value leads were now routed to sales directors for high-touch conversations
• Lower-touch leads were handled efficiently by the call center
• Every lead was matched to the right resource, automatically

Cutting Down Administrative Busy Work

Further eliminates time-consuming manual tasks from the sales workflow, freeing teams to focus on relationship-building instead of data entry and follow-up logistics. By shifting to Conversation Workflows and Virtual Sales Assistants, leads are automatically qualified through AI-driven conversations that capture key details—such as care needs, timeline, and contact information—without requiring sales teams to call and gather the information themselves.

Always-On Operational Coverage

With Conversational Webforms and VSA, Further ensures no lead is left behind — even on nights, weekends, and holidays.

• Leads are contacted and fostered immediately
• Prospects are warmed and qualified before sales teams return
• Sales reps come back to engaged, sales-ready conversations

The Results: More Move-Ins, More Tours, Better Use of Time

The impact was clear and measurable:

• 177% increase in move-ins from Q1 2024 to Q1 2025
• 107% increase in tours scheduled over the same period
• Every lead receives proper, timely nurture
• A-team sales reps spend more time selling
• Call center agents manage leads more effectively and confidently
  

The Takeaway

By using Further to automate lead qualification, prioritize outreach, and provide 24/7 coverage, New Perspective transformed how their sales organization operates.

Instead of chasing every lead, sales teams focus on the right leads — at the right time — with the right level of engagement.

The result? More time in the selling zone, stronger prospect relationships, and significantly more move-ins.

Reach out to your CSM or book a demo to learn more