Enhancing Resident Support Operations for Nationwide Property Management

As the client’s portfolio expanded rapidly to include over 50,000 single-family rental properties nationwide, they faced significant challenges in providing seamless and efficient resident support services. The client needed to source skilled support personnel capable of handling a broad range of issues related to workspace and communication systems across multiple time zones, ensuring high resident satisfaction and operational excellence.

A large-scale property management company overseeing a vast portfolio of single-family rental homes across multiple regions, seeking to improve resident support services through technology and staffing solutions.

• Establish a structured support system integrated into the client's environment to manage increasing support demands effectively.
• Train and onboard support agents to ensure consistency and quality in resident assistance.
• Implement ticket management and resolution processes that streamline issue handling within a customer support platform.
• Achieve high resident satisfaction levels through continuous service quality improvements.
• Maintain operational continuity with optimal agent availability across US time zones.
• Set and surpass KPIs related to application support efficiency and collaboration effectiveness.

• A ticket management system capable of handling high volumes of resident support requests, with effective categorization, prioritization, and resolution workflows.
• Support agent onboarding and training modules integrated into the platform to ensure consistent service quality.
• Shift planning and workforce management tools to ensure support coverage across multiple US time zones.
• Performance tracking dashboards to monitor KPIs and facilitate continuous improvement.
• Collaboration tools to enable seamless communication between support agents and internal teams.
• Integration with internal communication and support tools to maintain synchronization with existing workflows.

• Internal property management systems
• Communication platforms (e.g., email, chat tools)
• Reporting and KPI tracking tools

• Scalable architecture to handle support requests for over 50,000 properties and associated resident inquiries
• High availability with 99.9% uptime to ensure uninterrupted support
• Data security compliant with relevant regulations to protect resident and internal data
• Performance metrics such as ticket resolution times within defined KPIs
• User-friendly interface for support agents and internal teams

The implementation of a structured, integrated support solution is expected to significantly improve resident satisfaction, evidenced by positive feedback and testimonial collection. The project aims to surpass KPIs for support efficiency and collaboration, ensuring support continuity and operational management for a large, dispersed resident population, ultimately leading to higher customer retention and operational excellence.