Senior Living Marketing 050 - From Black Holes to Better Leads: Modernizing Call Tracking

In this episode, Charlie Scholz, Senior Director of Marketing at True Connection Communities, brings his agency-honed expertise in digital attribution to spotlight one of the senior living industry’s most overlooked challenges: call tracking.


Charlie explains why so many leads disappear at the front desk, how dynamic call tracking and AI-powered call summaries restore visibility, and why senior living must deliver the seamless customer experience that families already expect from every other service in their lives.

He also shares the powerful system his team built—CRM-agnostic automation, instant lead creation, OpenAI-enhanced transcripts, Power BI insights—and how it has transformed speed-to-lead and team efficiency across their communities.


This episode is all about removing friction, aligning your tech stack, and making a lasting impression during one of the most emotional and pivotal moments in a family’s decision-making journey.


Takeaways

• Why call tracking is often ignored—and why that must change
• How dynamic call tracking works and the importance of UTM data
• How AI improves summaries, categorization, and training
• How automation prevents lost leads and accelerates speed-to-lead
• Practical steps to modernize your tech stack and customer experience


Chapters

00:00 Understanding Today’s Customer Expectations
01:03 When Perceived Experience Doesn’t Match Reality
02:53 Why Call Tracking Still Gets Overlooked
05:45 Adopting Technology Without Losing the Human Touch
07:36 How Dynamic Call Tracking Actually Works
08:54 Using AI for Call Summaries and Lead Categorization
11:22 Giving Time Back to Sales Teams
12:56 Improving Speed to Lead With Automated Workflows
13:37 Where Communities Should Start With Call Tracking
14:27 Core Tools and Platforms Charlie Recommends

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