Marketing Strategies Are You Selling All of the Benefits You are Paying For?

1. Marketing StrategiesAre You Selling All of the Benefits You are Paying For?

2. Customer Acquisition Channels • Government Programs • Direct to Consumer • Referral Marketing • Acquisitions

3. Government Programs • Local County or City Programs • Older American Medicaid Waiver Programs • MRDD Waiver Program • Specialty Waivers

4. Direct to Consumer • Advertising • Retail Partnership/Location • Direct Sales Force

5. Referral Marketing • Hospitals • Rehab Centers • In-Home Care • Senior Centers • Area Agencies on Aging and other Senior Resource Centers • Home modification companies • Oxygen Companies • Wheelchair/transport assistance companies • Doctors

6. Which is Best? • What are your strengths? • What are your resources?

7. Sell the Benefits not Price • You have more to offer than just price! • Situate yourself as a valued partner and problem solver not a vendor • Better Service • Problem Solver/Consultant • Additional Benefits

8. Tools of Success • As a VRI Partner you have a number of tools to build your value proposition. • First (and to our knowledge ONLY) group with VoIP Solutions • Care Call Monitoring • Pro-Active Calling with any concern/risk. They use it and they wear it. More value to the user, less likely to cancel • Our units auto-test on a regular basis • Safety • Reliability

9. Tools of Success Web-Access • Set up Web Access for Key Referral Sources to see their accounts/customers Medication Compliance Monitoring • Keep patients in the home longer • Easier to get service from one provider Med-Connect • Good Meds in bad combinations could be dangerous or fatal • Greater Level of Care For the Patient Your Service Level

10. Incident Reports • A short summary of a help call sent quickly after the help call is closed so that the Care Agency knows what is happening with a patient. • They can avoid unpaid visits/meals, etc. • They can follow-up the patient, are they ok? • Do they need additional help or services?

11. CSAA 5-Diamond Certified CSAA 5-Diamond Certified Alarm Center • 3rd Party Training and Testing • Assurance • Liability Requirements to become a CSAA Five Diamond Central Station: • 100% of its central station operators certified by the CSAA Central Station Operator Level 1 Online course • Pledge to continue all future certifications through CSAA • Members in good standing of CSAA • Satisfy all requirements of the 5 points of excellence

12. CSAA 5-Diamond Certified Five Points of Excellence: • Commitment to random inspections and quality criteria standards by a nationally recognized testing laboratory such as UL or FM. • Commitment to the highest levels of customer service. • Commitment to ongoing job-related education and testing by having 100% of its central station operators certified using the CSAA online training series. • Commitment to raising the industry standards through CSAA membership and participation in its activities. • Commitment to reducing false dispatches.

13. Bilingual Care Center Spanish Speaking Care Agents available on EVERY shift. • Handling calls without Language Line is a BIG time saver! • The more steps to an emergency call the longer it takes for the client to get help.

14. Response Times We pride ourselves on our industry leading response times! • Our response time on average is LESS than 5 seconds once the call hit’s our receiver. • Quality of your service to clients reflects on your referral sources • The slower the response times, the more people needed to answer calls, the more the service costs Avg Response Time per week Avg # calls per day

15. Redundancy on Critical Systems We are TRIPLE redundant on ALL Critical Systems! • 3 different fully operational servers – 2 onsite one offsite in another city. • Servers exchange data on an almost real-time basis so our information is always up to date Fully operational back up facility • Located in another city • Different power grid • Different phone system • Visited and maintained on a regular basis • Used for training purposes Peace of mind for your and your clients

16. Specialty Activators Ability to meet the needs of clients with special needs and dexterity issues. • Sip and Puff • Light Touch • Rocking Lever • Wobble Pillow • Eye blink

17. Inexpensive Marketing Tips

18. Networking • Decide your targets • Government Programs • Direct to Consumer • Referral Marketing • Find the local industry organizations and networking groups • Join • Attend Meetings • Seek Opportunities for sponsorship of meetings • Seek Opportunities to speak as an industry expert *Start with one group until you figure out the commitment level needed and how much time you have.

19. Marketing Materials and Website Marketing Materials and Websites are expensive to create, update, print and maintain. A less expensive alternative to hiring a full fledged design firm, graphic artist, or marketing person is to find a college student. Make sure to: • Pick someone who is further along in school (possibly a junior) • They are in a design/IT/marketing field and are able to create the kinds of things you are looking for • They have their own equipment, computer, internet access, and software • Adobe is pretty much an industry standard accepted by graphic designers as well as printers

20. News Stories • Press Releases (see example) • Inexpensive and allow you to craft the story • Free to submit • Make sure to send it to the right people in your area • Healthcare Reporter/Editor • Business Journal • Local Newspapers • Local Senior Magazines • Call the local Healthcare Reporter/Editor and offer to meet for lunch to introduce your business • Come prepared with an interesting piece about your company • Make sure to do your homework and read some of the editor/reporters other pieces to see what their interest is. • Example: During Older American’s month donate a unit to an older person in need and share it with your local newspapers.

21. Local Awards Look for local business awards and apply • Local Newspaper • Business Journal • BBB

22. Email and PDF’s Use these whenever possible – they are essentially “free” and one of the easiest ways to communicate and stay in touch with your clients. Utilize interesting industry articles and information to keep your name in front of your clients Examples: VoIP information and updates

23. QuestionsDarren Torrence, Directordarren@monitoringcare.com