Customer Support for a Property Management Brand | Case Study

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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Case Study