Glenaire

Glenaire Retirement Community Case Study Illustration

Retirement Community Elevates Community Security and Staff Productivity

A Savance Workplace Case Study

Organization: Glenaire

Industry: Retirement Community

Customer Since: 2020

Headquarters: Cary, NC

Access Control Integration: PDK

Ryan Ferguson

Director of Facility Services

I mentioned what we were looking for to David at Modern Systems and he brought Savance to the table. He trusted them, so we did too.

A few clicks and less than two minutes, and you are checked in. It’s just a huge benefit.

Out of all the options available on the market today, I would confidently recommend Savance.

David Hudson

Integrator, Modern Systems

Glenaire had a manual, informal process that wasn’t good at all. I could walk into this door and that door and maybe they knew who I was or maybe they didn’t.

Glenaire didn’t want to manage the system, and that made Savance a really good fit with its great customer service and integration with PDK. It was the only solution I suggested because it met every requirement.

Retirement Community Elevates Community Security and Staff Productivity

A Savance Workplace Case Study

It just raised a lot of questions as to how secure our building is, and how we didn’t have any way to track or know.”

Ryan Ferguson, Director of Facility Services

Background:

Glenaire is a retirement community located in Cary, North Carolina, with a commitment to providing a vital, active, and fulfilling lifestyle for seniors. With a focus on providing exceptional amenities, personalized care, and a social atmosphere, Glenaire offers residents a fulfilling retirement experience on a lush, 32-acre campus with lovely natural grounds. Overall, Glenaire accommodates 1,000+ staff and residents along with several hundred visitors per week on its bustling campus.

Glenaire Visitor Management kiosk with Health Screening add-ons and QR code signout

Problem:

In the fall of 2019, the team at Glenaire started their quest for a Visitor Management system following an unsettling incident: an unknown visitor was observed leaving the facility. Not long after the visitor had left, Glenaire’s servers crashed unexpectedly. This occurrence made everyone question whether the unknown visitor had somehow interfered with the system, resulting in a lot of uneasiness among staff. Ryan Ferguson, Director of Facility Services at Glenaire, reflects, “It just raised a lot of questions as to how secure our building is, and how we didn’t have any way to track or know.”

At this point, Glenaire did not have a clear process for handling visitors. If anything, staff would simply ask unidentified people who they were and if they needed help. Ferguson describes, “We tried to use the customer service approach to help people if we didn’t recognize them.” Glenaire hoped this would keep unwelcome guests away. The incident with the unknown visitor, however, made it clear that unwelcome people could far too easily slip through the cracks when using what Ferguson describes as a “Hi, how are you?” method. It became obvious that this way of dealing with visitors not only resulted in an insufficient workflow for staff, but that it could also put residents at risk in various ways.

Glenaire’s long-time security integrator, David Hudson at Modern Systems, agreed that a safer, more effective method was needed. “Glenaire had a manual, informal visitor process that wasn’t good at all,” he explains. “I could walk into this door and that door, and maybe they knew who I was, or maybe they didn’t.”

Search:

To address these issues, the Glenaire team sought an inclusive Visitor Management system that would enhance security and streamline operations. They identified these requirements:

  1. Automated & Easy-to-Use System: User-friendly software that would allow any visitor to seamlessly operate the system independently.
  2. Custom-Branded Kiosks: Glenaire-branded visitor kiosks designed to accurately portray the high standards and luxury brand of the Glenaire community as people walk through the main entrance.
  3. Check-In Questions for Each Continuum of Care: Since Glenaire has both an Assisted Living and a Nursing Home system, having questions inclusive to every care continuum was crucial to better assist with specific visitor needs.
  4. Visitor Check-In System for Vendors: Since vendors are a frequent visitor type, Glenaire wanted to have a customizable, vendor-specific check-in process that would help them direct vendors to their needed location more efficiently, and a visitor management system that could notify their host right when someone arrived. Configurable check-in questions also needed to cover safety and OSHA requirements.
  5. Name Tag Printing for Visitor Labels: Automatically printing visitor name tags would help staff identify registered guests and vendors walking throughout the campus, and, in turn, clearly recognize unregistered and unauthorized people on their campus.
  6. Integrate with Access Control System, Prodatakey (PDK): Tracking people via badge swipes and activating temporary access for vendors by integrating with Glenaire’s access control system would help them increase security without burdening staff with arduous administrative tasks.

Ryan Ferguson set forth Glenaire’s hunt for a solution by immediately reaching out to Modern Systems for assistance. “I mentioned what we were looking for to David at Modern Systems and he brought Savance to the table,” Ferguson states. “He trusted them, so we did too.”

Modern Systems was first introduced to Savance at a Prodatakey (PDK) partner summit event for dealers where David Hudson and Steve Bardocz, President/CEO of Savance, quickly realized their shared commitment to safety, security, accountability, and superior customer service. David was immediately impressed with the kiosk-based visitor management system that was already integrated with PDK’s access control system. So when Glenaire wanted a turn-key system that would meet their requirements, David immediately suggested Savance, “Glenaire didn’t want to manage the system, and that made Savance a really good fit with its great customer service and integration with PDK,” Hudson explains. “It was the only solution I suggested because it met every requirement.”

Solution:

After budgeting for the Visitor Management system, and working with Savance and Modern Systems to build the perfect solution for the community, Glenaire was excited to put the system in place. In February 2020, right before COVID-19 hit, the team began to deploy the cloud-hosted Savance Workplace Visitor Management solution on custom-branded 22” kiosks equipped with proximity readers for staff, barcode readers for driver’s licenses or pre-registered visitors’ QR codes, and printers for automatic visitor name tag printing.

To distinguish between authorized and unauthorized people, visitor and vendor name tag printing was implemented. This immediately identifies anyone who has not completed the visitor check-in process. Resident and staff badge printing further enabled staff to easily distinguish between various types of people – staff, residents, or visitors/vendors – walking around campus. The professionally designed name tags and badges also provided a polished appearance helping to uphold Glenaire’s image as a first-class organization.

When it comes to vendors, the check-in process was tailored with questions that focus on both safety and OSHA regulations. After answering the full questionnaire on their first visit, vendors do not have to complete it again for a set period of time. Glenaire staff are automatically notified once a vendor has completed check-in, allowing them to properly escort or direct vendors to their needed area of the facility. To speed up the process, both visitors and vendors can scan their licenses when checking in, as well as use the QR code printed on their name tag for easy check-out.

“When COVID came, we had to take a step back and rethink how we wanted to use the new visitor management system”

Soon after the Savance Workplace system had been installed at Glenaire, COVID-19 took a turn for the worse. The organization had to consider how they could use the new check-in system to protect residents. “When COVID came, we had to take a step back and rethink how we wanted to use the new visitor management system,” Ferguson says. Luckily, thanks to the flexibility of the Savance system, Glenaire was able to immediately leverage it for staff and visitor Health Screening by targeting questions towards identifying potential health concerns. As an additional precautionary measure to reduce the spread of COVID-19, kiosks were equipped with temperature scanners and UV screen cleaners, allowing Glenaire to easily conform and adapt to changing state and federal requirements.

During the pandemic, Glenaire’s check-in kiosks were also used to limit capacity and restrict visitors from unauthorized areas, “When COVID happened, we decided we needed to be more secure, and limit the number of people coming in. This meant we had to carefully consider the best physical placement of the kiosks,” explains Ferguson.

They also needed to establish relevant check-in questions for visitors that related to each continuum of care. “Based on how COVID was changing, Savance worked well with changing questions that related to our Assisted Living and Nursing Home Systems,” says Ferguson.

Product customization was another essential component to Glenaire since they wanted a product that best represented their brand. “When you come into our community, we want to make sure everything looks good, and that includes our check-in kiosks,” says Ferguson. He appreciated the idea of choosing how the system is displayed, and how much adaptability is in the system as a whole. “Whatever you want, you can pretty much have it,” he says.

“When you come into our community, we want to make sure everything looks good, and that includes our check-in kiosks.”

Glenaire Concept/Sketch to Savance Finished Visitor Management Kiosk Design

Since the Savance system provides full design flexibility, Glenaire was able to take advantage of the opportunity to work with Savance’s design team on the check-in screens and kiosk decal. The Glenaire Marketing Team, Ferguson, and Savance worked harmoniously together to achieve Glenaire’s vision. “Our Director of Marketing drew it on a piece of paper and said, ‘Ryan, wouldn’t it be great if it looked like this?’ I then sent it over to Savance and they made it come to life,” Ferguson explains.

The final piece of the puzzle was the integration with Glenaire’s access control system, Prodatakey (PDK), providing the ability to print, assign, and activate badges, as well as to grant access to appropriate parts of the building, directly through the Savance Visitor Management system. The integration with access control also means that the visitor kiosks automatically pull in the names of staff members and residents that are in the system. “One of our questions says, ‘Who are you here to see?’, and that’s automatically populated thanks to the integration with our card access system,” explains Ferguson.

“One of our questions says, ‘Who are you here to see?’, and that’s automatically populated thanks to the integration with our card access system.”

Once a host gets selected and check-in has been completed, the host will be automatically notified that their guest has arrived, via a text message, email, and/or a popup message on their computer.

Results & Benefits:

The Savance Workplace system has dramatically streamlined Glenaire’s visitor check-in process, giving both the staff and the entire community peace of mind when it comes to who’s entering the building, “At this point, people have basically been trained to come in the door and go to the kiosk,” Ferguson explains. “The touch screen makes it easy-to-use. A few clicks and less than two minutes, and you are checked in. It’s just a huge benefit.”

“Our receptionists simply tell people who walk through the door to use our kiosks to check in. It’s very fluid for them now.”

For Glenaire, the difference in handling visitors is night and day. The organization has gone from what Ferguson described as a very informal “Hi, how are you?” method, to a fully automated system that is directly tied into Glenaire’s PDK access control system. “Our receptionists simply tell people who walk through the door to use our kiosks to check in. It’s very fluid for them now,” Ferguson states.

He also appreciated how versatile the Savance software was in adapting to Glenaire’s needs, “Whether we ever want to change questions or change functions, Savance is easy to work with to help us get through that.”

Additionally, since the Glenaire community is required to use a badge, people who already have access simply walk through the doors as usual, while visitors without access credentials basically get funneled to where they need to be. “Being a full card access community helps because people have a badge to get into the doors they need to, but the ones who don’t are funneled into one direction, which, in turn, directs them right to the kiosks,” Ferguson explains.

Once visitors are funneled to the kiosks and sign in, the addition of automated name tag printing has made a significant impact at Glenaire, aiding the staff in pinpointing who is unauthorized at their facilities, as well as acting as a preventive measure to avoid unauthorized visitors in the first place. “Being able to easily print sticker badges was crucial for us,” Ferguson explains. “It helps us make sure people are identifiable as they walk around the community.” Overall, label printing has played a big part in helping the Glenaire team achieve its goal of establishing a secure and stable environment for residents while also enhancing staff workflow.

“Being able to easily print sticker badges was crucial for us since it helps us make sure people are identifiable as they walk around the community.”

“I would bet the other solutions we saw would never let us get through COVID the way Savance did.”

Ferguson also reflects on how much of a difference the Savance Workplace system made for Glenaire during the pandemic. “Due to the severity of COVID, many companies and industries were forced to navigate new solutions. In our case, it led to using our visitor management system as our health screening solution,” he says. “I would bet the other solutions we explored would never let us get through COVID the way Savance did.”

Since the initial implementation, Glenaire has added several additional kiosks, and the Savance Visitor Management system continues to improve the day-to-day functionality of the retirement community. “We went from two to five kiosks,” Ferguson says. “We wouldn’t keep adding them if the benefits were not substantial.”

Overall, the Savance system has exceeded Glenaire’s expectations. “It’s a night and day difference, and the price was right, too,” Ferguson says. “Out of all the options available on the market today, I would confidently recommend Savance. Our years of collaboration and Savance’s proven solution make it the obvious choice.”

For David Hudson and his team at Modern Systems, the Savance system implemented at Glenaire was the first of many collaborations between Modern Systems and Savance. “With our model, it’s not like we just sell fire systems, nurse call systems, or access control systems. We want to be able to provide all of the above. Savance has now become yet another system that we are able to provide to our customers,” explains Hudson. “We also appreciate that we can tailor the solution for each customer differently, something that makes Savance very easy to work with.”

“Modern Systems was an integral part of making this happen. We wouldn’t have the Savance system if they weren’t a partner.”

Glenaire was also pleased with how much Modern Systems helped throughout the journey, assisting with everything from general advice to product assembly, and, of course, connecting Glenaire with Savance in the first place. “Modern Systems was an integral part of making this happen,” Ferguson states. “We wouldn’t have the Savance system if they weren’t a partner.”

Savance is grateful to see how much its solutions have helped long-term care communities like Glenaire enhance business workflows and security while providing the resources they need. “For us, it’s a collaborative effort,” says Steve Bardocz, President/CEO of Savance. “We’re not just selling a visitor management system that you buy off the shelf. Communities like Glenaire are providing a permanent home for residents to enjoy for the best part of their years. They have a first-class image to uphold and the safety and security of their entire community in their hands. We don’t take that lightly and we’re glad to be a part of that. It really takes a team to achieve greatness, and the Glenaire implementation is a testament to that. It’s a true honor to be a part of such a great success story.”