Driving Occupancy and Operational Gains with a Transformative Tech Concierge Program

How can technology shift from being an IT burden to an amenity that drives occupancy, efficiency, and resident satisfaction? Digital inclusion is now a competitive differentiator in senior living. Residents increasingly expect seamless tech support, yet inconsistent solutions often overburden staff and put engagement and occupancy at risk.

This session features a case study of BHI Senior Living’s partnership with The Smarter Service to create an enterprise-wide Tech Concierge program across 12 Life Plan and Active Adult communities in Indiana, Michigan, and Ohio. After a pilot that resolved 600+ resident tech issues, reclaimed 20% of staff time, and generated a 3.4x ROI per community, BHI scaled the program portfolio-wide.

The model combines on-site concierge desks, in-home and virtual support, enrichment classes, curated resources, and data-driven insights. Early results include increased resident adoption of engagement platforms, stronger brand differentiation, and more staff time focused on caregiving and strategic priorities.

Through the joint perspectives of BHI’s operations leadership and The Smarter Service, this session equips senior living executives with a proven roadmap to:

-Evaluate resident tech support investments through measurable ROI.

-Reduce staff workload while improving resident experience and engagement.

-Scale concierge-style tech services portfolio-wide without overburdening teams.

Attendees will leave with a clear framework to pilot, evaluate, and expand tech-support programs that deliver both a superior resident experience and measurable business results.