Care Home CRM Example: Lovett Care
Managing multiple care homes requires more than spreadsheets and shared inboxes. Providers need a care home CRM that gives every team access to the same information, streamlines communication and provides complete visibility across the organisation.
Lovett Care, which manages 29 care homes across the UK, partnered with enable.services to implement SugarAI (formerly SugarCRM). The new CRM provides a central platform for managing enquiries, resident relationships and operational processes, while integrating seamlessly with the systems the organisation already relies on.
The Challenge
As Lovett Care continued to grow, managing customer relationships and enquiries across multiple care homes became increasingly complex.
Enquiries were arriving through a range of channels, including:
- Their website
- A central enquiries inbox
- Lottie
- Carehome.co.uk
Without a central CRM, enquiries had to be manually forwarded and entered into different systems. This created unnecessary administration, increased the risk of missed enquiries and made it difficult for head office to gain a clear view of enquiry performance across all care homes.
Lovett Care needed a care home CRM that could centralise information, automate key processes and integrate with their existing software.
The Solution: SugarAI for Care Homes
enable.services implemented SugarAI as Lovett Care’s central CRM platform.
The system enables teams to manage customer relationships, communications and enquiries from a single platform, improving collaboration between care homes while giving head office complete visibility across the organisation.
With SugarAI, Lovett Care can:
- Centralise customer and enquiry information
- Manage communications from one system
- Track enquiries through a structured pipeline
- Improve reporting across all 29 care homes
- Automate manual processes through integrations
- Provide a more consistent experience for prospective residents and their families
Integrated Enquiry Management with Lottie & Carehome.co.uk
To further enhance the CRM, enable.services integrated SugarAI with both Lottie and Carehome.co.uk.
New enquiries are automatically captured and routed to the correct care home based on the information provided, ensuring every lead reaches the right team quickly without manual intervention.
By connecting their lead sources directly with SugarAI, Lovett Care has created a more efficient enquiry management process while giving leadership greater insight into performance across the group.
Integrated with PeoplePlanner
SugarAI also integrates with PeoplePlanner to keep resident information synchronised across both systems.
New residencies created in SugarAI are automatically transferred into PeoplePlanner, while updates to existing resident records are synchronised back into the CRM.
The integration also synchronises care homes and individual units, ensuring enquiries, resident records and operational information are always linked to the correct location.
By connecting SugarAI with PeoplePlanner, Lovett Care has reduced manual administration, improved data accuracy and given teams a consistent view of each resident throughout their care journey.
The Results
By implementing SugarAI as its care home CRM, Lovett Care has:
- Centralised customer, resident and enquiry management
- Automated enquiry capture from multiple sources
- Eliminated repetitive manual administration
- Improved data accuracy across integrated systems
- Increased visibility across all 29 care homes
- Enhanced reporting for marketing and operational teams
- Created a scalable CRM platform to support future growth
Are you a care provider looking for a CRM system to centralise your processes? enable.services is a leading UK CRM consultancy, helping care providers implement CRM solutions that improve efficiency, streamline operations and support growth. Contact us today to book a free discovery meeting and find the right CRM for your organisation.
