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Enhanced Resident Support System for National Single-Family Rental Provider
  1. case
  2. Enhanced Resident Support System for National Single-Family Rental Provider

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Enhanced Resident Support System for National Single-Family Rental Provider

firstlinesoftware.com
Real estate
Property management
Residential services

Operational Challenges in Resident Support

Rapid portfolio expansion created critical needs for: 1) 24/7 IT support across US time zones, 2) Maintaining high resident satisfaction during growth, 3) Meeting strict KPIs for application support efficiency, and 4) Seamless integration with existing internal teams and workflows.

About the Client

National single-family rental provider managing over 50,000 properties nationwide, requiring scalable IT support solutions for resident services

Strategic Implementation Goals

  • Implement scalable support infrastructure for 50,000+ properties
  • Achieve 95%+ resident satisfaction ratings through proactive support
  • Establish KPI-compliant ticket resolution processes
  • Ensure seamless collaboration between internal and external teams

Core System Requirements

  • Zendesk-based ticket management system
  • Real-time collaboration tools for cross-team integration
  • Proactive KPI tracking dashboard
  • Shift planning and agent availability optimization

Technology Stack

Zendesk
Collaboration platforms
Training systems

System Integration Needs

  • Internal team workflows
  • Time zone management tools
  • Performance metrics dashboards

Operational Requirements

  • 24/7 system availability
  • Scalable agent provisioning
  • Data security compliance
  • Real-time performance monitoring

Expected Business Outcomes

Projected 30% improvement in resident satisfaction scores, 40% increase in KPI compliance rates, and 25% reduction in operational downtime through optimized agent scheduling and integrated support workflows.

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