Data & AI Transformation
in Retirement Living.
A sector-wide data and AI programme spanning 16 workstreams — turning fragmented systems across sales, governance, finance and operations into a single competitive advantage for a leading retirement living operator.
Fragmented systems, manual reporting, and an ageing stack — limiting growth.
Retirement living operators face a uniquely complex data challenge: fragmented systems spanning sales, operations, finance, HR and development; an ageing technology stack; and mounting pressure to improve resident experience while controlling cost. Conflicting CRM, ERP and BI reporting eroded executive trust. Reporting consumed leadership time. Revenue leaked from unmanaged vacancy periods. Frontline teams lacked the financial and operational visibility to act with confidence.
Sixteen workstreams. Four capability domains. One unified platform.
BI3 delivered a comprehensive data and AI transformation programme — 16 distinct workstreams organised into four capability domains — that converted disconnected data into a durable competitive advantage on a Databricks Lakehouse foundation.
Sales performance & revenue optimisation
Four workstreams: pipeline visibility & conversion optimisation, Vacate-to-Occupy (V2O) performance uplift, customer propensity & targeting, and dynamic sales forecasting — Salesforce data redesigned, funnels and rep-performance dashboards built, propensity models embedded, and scenario-based forecasting linked to live pipeline and inventory.
Data foundation & governance
Four workstreams: data quality & trust remediation, property & unit data standardisation, governance & operating model, and Databricks Lakehouse optimisation — critical data elements defined, quality monitoring introduced, a governance framework with clear owners and stewards established, and a bronze/silver/gold medallion architecture stood up to support ML and AI workloads.
Operations, finance & asset management
Six workstreams: CEO/executive reporting automation, asset lifecycle & capex management, village-level financial performance, development & project reporting (Estate Master), procurement & spend analytics, and HR reporting & workforce insights — manual reporting replaced with automated Power BI pipelines aligned to strategic KPIs.
AI, automation & intelligent workflows
Two workstreams: AI-powered enquiry & support automation, and contract classification & insights using GenAI — chatbots integrated with real-time systems for HR, finance and resident queries, and LLMs applied to extract metadata and categorise unstructured legacy contracts.
Databricks Lakehouse — open, governed, AI-ready.
A medallion architecture on Databricks (bronze raw, silver conformed, gold curated) integrating CRM (Salesforce), ERP, HR, development (Estate Master) and BI — combined with Power BI self-service reporting and GenAI/ML workloads running on the same governed platform. Built for scale, lineage, and continuous extension across new business domains.
Fragmented data, replaced.
A platform built to compound.
Single source of truth
A single, governed data platform replacing conflicting CRM, ERP and BI reporting — restoring executive trust and cutting reconciliation effort.
Decision intelligence
Manual, error-prone reporting replaced with automated Power BI dashboards aligned to strategic KPIs — and decentralised, village-level financial accountability.
Predictive optimisation
Reactive operations replaced with analytics embedded into frontline workflows — pricing accuracy uplift, vacancy duration down, capital allocation sharper, and conversion rates rising.
AI-enabled workflows
GenAI and ML applied to automate enquiries, classify legacy contracts and forecast sales — an AI-ready Databricks lakehouse engineered to compound further use cases over time.