Case Studies
Dominium Converts Missed Calls to New Leases
Overview
Functional Applications - Enterprise Resource Planning Systems (ERP) Functional Applications - Remote Monitoring & Control Systems | |
Facility Management | |
Remote Asset Management | |
System Integration | |
Operational Impact
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. | |
Quantitative Benefit
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. | |