Dominium Converts Missed Calls to New Leases

技术

功能应用 - 企业资源规划系统 (ERP)
功能应用 - 远程监控系统

适用功能

设施管理

用例

远程资产管理

服务

系统集成

挑战

Dominium Management Services, headquartered in Plymouth, MN, manages 197 properties and 21,875 units across 19 states in the Midwest and the South. Their portfolio includes conventional, affordable, and senior housing. To create operational efficiencies and provide better service to prospects and residents, Dominium engaged several call answering, call management, and call tracking vendors for about 55 properties. However, they were always looking for opportunities to reduce costs and improve service. Early this year, Dominium decided to test Property Solutions’ Leasing Center service. The goal was to ensure no lead opportunity was lost due to missed calls or poor service. They aimed to keep service levels high and offer every caller the information they needed on the first call. Dominium also set up metrics to evaluate costs per lead and cost per appointment compared to their existing services.

关于客户

Dominium Management Services is a property management company headquartered in Plymouth, MN. They manage 197 properties and 21,875 units across 19 states in the Midwest and the South. Their portfolio includes conventional, affordable, and senior housing. Dominium is committed to creating operational efficiencies and providing better service to prospects and residents. They have engaged several call answering, call management, and call tracking vendors to serve about 55 properties across their portfolio. Always looking for opportunities to reduce costs and improve service, Dominium decided to test Property Solutions’ Leasing Center service early this year.

解决方案

Dominium began a pilot program with Leasing Center in January 2013, introducing the service across 10 properties, serving a total of 1369 units. For the pilot, Leasing Center agents handled all calls after business hours, 24 hours a day, and picked up any unanswered calls during business hours. Leasing Center agents had access to property and unit information to handle basic requests on property details and unit availability. They were integrated into Dominium’s lead management system, allowing them to schedule appointments with prospects and follow up on previous inquiries. Leasing Center agents could expedite maintenance requests for residents and had access to emergency protocols, enabling them to efficiently escalate calls for after-hours lockouts and other resident emergencies.

运营影响

Tracy Bolton, Director of Marketing for Dominium, stated that adding Leasing Center to their sites stopped the cycle of missed calls and missed opportunities. The agents provided excellent customer service and filled the gap when their agents were not available.
A Community Manager from a pilot property shared that it was easy to use the service. Leasing Center agents could give information, take messages, set appointments, and help answer emails. Emergency after-hours services worked well, with agents making contact and dispersing staff as needed.
After 90 days, Leasing Center answered over 1,600 calls during business hours and all after-hours calls, totaling 2,312 interactions, or 44% of all calls received on-site at the target properties. Leasing Center agents created 792 guest cards, scheduled nearly 400 appointments, averaging over 12 appointments per property per month.

数量效益

Leasing Center brought in an additional $280K in otherwise lost annual revenue.
Average cost per guest card using Leasing Center was 53% cheaper than the average cost per guest card by a competing service.
Average cost per appointment was 62% lower compared to the competitor’s cost.