Client is a A+ BBB ranked and award winner on Angie’s List with more than 175+ properties under management. With great customer service and amazing staff they are one of the few highly rated residential property management companies in their market. As specialists in providing their customers with residential property management, they work to provide the tools clients need to make their investment successful.
Property Management Business Need
- Property Management firm with 175+ properties under management required cost effective operations support to support multiple processes.
- Cost effective solutions with high degree of response without impacting the quality of operations.
- Lease Line management required dedicated handling.
- Property maintenance calls need responsive service to improve the quality of response to tenants.
- Gain quick knowledge on customer software and processes to start delivering to assigned processes.
- Capture lease information e.g. dates, property name, address, commercial terms, lease terms in Appfolio.
- Maintain lease database (updates, data cleansing, create monthly reports for client to show activity)
- Follow up with property manager with reminders such as renewals and expired lease for proactive action.
- Customer Service – Prospective Owner and Tenant Inbound Phone Call and Chat Support on Website.
- Coordinate standard maintenance requests with approved supplier list and transition non-standard requests to property manager.
- After hour incoming emergency call service
Benefit & Value
- Well maintained database with accurate lease related information for accurate decisions.
- Improved tenant and customer satisfaction due to responsive maintenance support service.
- Rapid handling on Incoming Lease Line – Owner and prospective Tenant phone calls.
- Cost effective virtual service – 60% lower cost than on premise spend.
- Service positioned to support increased scale of properties.
- Enables the owner and property managers to focus on new customers and strategic matters and leave the back-office support to virtual support personnel.