Propery Management Call Center Case Study

A leading property management company in the middle wanted to revamp its support model in order to increase and retain existing tenants and reduce vacancy. DotLynx conducted a gap analysis with a focus on tenant retention and managing the pipeline of prospective tenants. Our findings indicated that existing tenants needed prompt support around the clock. They were no longer satisfied with the 9-5 coverage, nor with the lengthy wait until their lease inquiry is returned. DotLynx successfully set up a 24/7 customer support service for the client. We selected bilingual agents with many years of experience in property management. A process was implemented to manage the pipeline of prospects to ensure prompt responses. We effectively managed the client’s marketing campaigns. As a result, the unit vacancies were filled quicker. The retention rate of existing tenants increased by 15% in the first year. The conversion rate of prospects doubled for the same period.