Our client is a Northwest based residential letting agent. Before working with PropCall, they used a well-known answering service to answer calls on their behalf once their office closed at 5pm.
While the service they were using was adequate in capturing the information needed for enquiries, it was limited with regards to maintenance requests. In the event of an on-site situation, the calls were forwarded to a choice of only 3 numbers (the property management team of the client). Before forwarding these calls, there was a very limited number of questions asked to triage the issue before passing over, as the answering service preferred to lean on the side of caution.
PropCall replaced this service with full out-of-hours property management, meaning callers with maintenance requests were dealt with by experienced property managers who could ask the right questions to help resolve issues and/or identify whether contractor attendance was necessary.
Allowing us to handle these calls meant that property managers for the client would be undisturbed through the night and any contractor call outs were managed on their behalf if deemed necessary. In most cases, issues can be managed until the next day, but in some circumstances emergency call outs are required. Good examples of this may be properties where the tenant has a new-born baby or vulnerable/elderly residents.
Our property managers worked with the client to identify how they would manage these issues themselves and what action would be taken for every eventuality, with reports prepared for every callout to explain justifications, action taken, outcomes and associated costs. This meant the clients property management team weren’t left handling issues first thing in the morning when their working day started, as PropCall’s team had taken care of things on their behalf.
Using PropCall’s remote video assistance tool, callers were frequently supported, and issues successfully rectified using video calls and expert guidance. Typical issues include minor leaks, loss of electricity and boiler problems. By guiding people safely through how to resolve these issues, resident satisfaction was improved across the board.
Alongside this, the enquiry capture process was enhanced dramatically. PropCall’s team used the calendar booking system that the client themselves used to schedule viewings and calls with potential customers. In doing this, the subsequent OOH enquiry contact success rates doubled as these calls were booked into both the caller and the letting agents calendars for a time convenient for all.