Empowering Aging with Tech: How BHI Senior Living and The Smarter Service are Meeting the Digital Demand
By Megan Ulrich | April 10, 2025
Editor’s Note: This article was written and submitted by senior-living executive Megan Ulrich. If you are a senior-living executive at an organization or a community with an idea for an article that you’d like to write and publish in Senior Living News you’re welcome to submit your idea or written article to Jim Nelson at jnelson@seniorlivingnews.com. We welcome all ideas relating to senior living.
Across the country, a new generation of older adults is redefining what it means to age. Today’s seniors are more digitally connected, curious, and capable than ever before — and they expect their communities to keep up.
At BHI Senior Living, we’ve listened closely to the evolving needs of our residents and prospects. Whether it’s joining virtual book clubs, using telehealth, attending Zoom family reunions, or setting up a new iPhone, older adults want access to technology — and more importantly, they want to feel confident using it.
But with that interest comes questions: “How do I download this app? What’s a safe site to buy from? How can I protect myself from scams?” As the pace of innovation continues to accelerate, so does the demand for accessible, personalized technological support within our communities.
The Rising Demand for Tech Help in Senior Living
Historically, tech support in senior living was an afterthought — something offered informally by a staff member or visiting relative. But as residents’ needs have grown more sophisticated, that model no longer works.
At BHI, we see this every day — in prospect tours, resident move-in interviews, support requests, and feedback sessions. Today’s older adults expect more. Tech support is no longer a “nice-to-have” — it’s a deciding factor. Residents want the tools to stay connected and independent, and they want support to make it all work.
That’s why in 2024, BHI Senior Living partnered with The Smarter Service, a company dedicated to delivering personalized, concierge-style tech support tailored for older adults. What began as a pilot program at three campuses quickly gained traction due to high demand — and overwhelmingly positive feedback.
A Scalable Solution with Real Impact
Today, this program is active at nine of BHI’s 12 communities and will expand to all campuses by summer 2025. We operate 10 life plan communities and two 55+ active adult communities across Indiana, Ohio, and Michigan:
- Hoosier Village
- Westminster Village North
- The Barrington of Carmel
- Wesley Manor
- The Towne House
- Prairie Landing
- Four Seasons
- Athens Crossing
- Maple Knoll Village
- The Knolls of Oxford
- Clark at Franklin
- Clark at Keller Lake
The Smarter Service offers onsite tech help desks (walk-up support for smartphones, tablets, laptops, and smart-home devices); in-home and virtual appointments (personalized assistance at each resident’s pace); educational workshops (group classes on topics such as cybersecurity, telehealth, AI, video calling, and social media); and move-in tech setup (helping residents connect their devices and feel confident from day one).
Residents appreciate the concierge-style approach, where they are supported with patience and respect — not rushed or talked down to. It’s about building digital confidence and comfort, one interaction at a time.
Strategic Benefits for Residents and Staff
While the benefits for residents — greater engagement, independence, and connection — are clear, the program has also created operational efficiencies. By reducing the number of day-to-day tech troubleshooting requests on our internal I.T. teams and frontline staff, our organization can refocus on broader infrastructure initiatives. This includes improvements to Wi-Fi coverage, cybersecurity, nurse call systems, and essential life-safety technologies across all communities.
In just a few months, The Smarter Service has provided over 150 hours of tech support across participating BHI campuses, resolving nearly 600 issues. Smartphone help has made up 40 percent of those requests, while another 23 percent involve computers and tablets.
“We’re seeing the same three tech requests over and over — connectivity, communication, and confidence,” explains Elwood Conaway III, BHI’s Vice President of Information Technology. “This program allows us to deliver all three consistently, while allowing our I.T. team to focus on broader initiatives across our enterprise.”
A Blueprint for Aging in a Digital World
The introduction of this tech concierge program is part of a broader vision at BHI: to ensure that our communities continue to grow alongside our residents and meet their evolving expectations. As more older adults enter senior living with smartphones, smart TVs, streaming subscriptions, digital health apps, and even wearable tech, they’re not just asking for help — they’re asking for expertise, encouragement, and the opportunity to learn.
That’s the kind of transformation that redefines what aging can look like — one where residents feel confident, curious, and connected. As we expand this program to all communities by summer 2025, we’re not just offering support — we’re building a future where technology is a bridge, not a barrier.
This investment in digital empowerment reflects our commitment to meeting residents where they are, while providing the resources they need to keep growing, exploring, and living fully.
We’re proud to be leading the way, and even prouder of the difference this program is making in the lives of those we serve.
This article has been lightly edited for style and formatting.
