CASE STUDY

Customer Support for a Property Management Brand

Customer Support

Client Overview

Property Management Brand Customer Success Story

Our client is an award-winning property management and asset service that help clients deliver the right solution for their developments and ensures that residents feel safe and happy in their homes.

The Challenge

  • After 40 years in the Property Management business, our client required the expertise of a BPO for customer support and internal business processes for property transfer
  • Our client required proactive associates with problem-solving skills with great accuracy and speed 

The Solution

Step 1

Establishment of a customer support function built with associates equipped with great verbal and written English

Step 2

Service growth led to additional support helping Property Transfer departments and Property solicitors

Step 3

Increased system access and pro-active analysis of key contact drivers and issues being highlighted, allowing for faster issue resolution

Customer experience services including:

The Results

350%

Strong account management helped increased service volumes by 350% in line with client’s own business growth

50%

50% Increase in CSAT scores

200%

200% increase in lines of business handled within the first 6 months

QRBs

New reporting and best practices implemented – weekly/monthly/QBRs

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