PROPERTY MANAGEMENT FIRM GAINS PROFESSIONAL VOICE AND INCREASED PRODUCTIVITY WITH AUTO ATTENDANT
When you run a business with multiple offices, each one ends up with its personality and way of doing things. Finding consistent and efficient tools that allow for individuality while maximizing efficiency can be difficult. A professional business phone answering system can help every office sound its best and create an identity for a business with many locations.
We heard recently from a professional apartment management company looking to make their phone communications a help instead of a hindrance. After working with them to create the right solution for their business, they decided to implement it across their entire company. Here’s how we were able to help.
- The Issue: A property management company found itself needing to create a consistent and professional voice across its portfolio. With 500 apartment units across 11 locations, they received a high call volume each day from tenants. Each property had its unique way of dealing with incoming calls and taking messages. With the disjointed system in place, callers and issues were slipping through the cracks. Their existing phone setup was creating problems for their tenants and maintenance crews.There were also quality of life issues that were causing inefficiencies for properties. Front office staff found themselves fielding the same inquiries repeatedly from callers, taking up significant time during the workday. Maintenance personnel who had called back tenants on their cell phones were receiving calls instead of the receptionist. These inefficiencies led to confusion and frustration from their employees and residents and required a creative and affordable solution.
- How We Helped: After listening to these issues, AccessDirect began designing a tailored solution. We started working with a single location which allowed the business to try out the system and ensure it worked before implementing it everywhere. Based on the input of their management team, we determined that an auto-attendant system would be their best option.To better route their incoming calls, the virtual phone system was programmed to give an option to press 1 for potential tenants or 2 for current tenants. We routed calls from potential tenants to a rental agent who could assist them with finding a unit at any of their properties. A single point of contact would help increase their close rate and ensure callers didn’t have to call each property individually. If a current tenant was calling, they could choose between general maintenance, emergency maintenance, and lockout requests.Offering distinct options for general and emergency maintenance needs helps their maintenance team triage calls during and after business hours. Now callers needing urgent assistance would receive it quickly. We added a timed call routing schedule so that the building’s on-call schedule could be updated weekly. Best of all, maintenance callbacks now went through our convenient mobile app, which displayed the office’s number instead of the maintenance employee’s private number.
- The End Result: Upon being presented with the test system, the head of the property management company commented “this is exactly what we need, let’s go.” They were so pleased with our service that they implemented it in all of their locations. Everything worked just as they wanted.The client was effusive in their praise for our team and our service:“Thank you! You are all the best. Seriously. You’ve been supportive and efficient throughout our implementation of this system, and the service/support continues to be excellent! If there is any way that I could give some kudos I would love the opportunity to commend this team.”
Do you work for a property management firm struggling to project a consistent image across your properties? Do you have a different type of business having trouble with phone calls, or have questions about maximizing your communication efficiency? Contact us today! Try out our service for one week risk-free and discover the AccessDirect difference for yourself.