In today's competitive real estate market, maintaining high occupancy levels and delivering exceptional customer service are paramount for success. RMR Group, a prominent real estate investment company in the United States, faced these challenges amid a declining market. However, their collaboration with Uassist.ME transformed its operations and led to remarkable results.
Problem:
RMR's primary challenge was maintaining healthy occupancy levels in their apartment complexes amidst market fluctuations. They needed a solution to sustain customer service excellence while navigating the complexities of the real estate leasing market.
Opportunity:
Partnering with Uassist.ME proved to be the solution RMR needed. By leveraging Uassist.ME's capabilities, RMR enhanced customer engagement, provided precise information, and catered to a higher volume of requests.
Data-Driven Insights for Better Performance:
RMR and Uassist.ME implemented various strategies to improve processes and integrate new technologies. Performance bonuses tied to conversion rates, personalized customer interaction scripts, and the introduction of the IVR system "Amelia" were among the initiatives undertaken. Additionally, migrating to Funnel as the new CRM allowed for better lead management and performance monitoring.
Impressive Results:
By December 2020, Uassist.ME engaged 22,923 leads and scheduled 3,451 visits, resulting in 1,534 leases—a conversion rate exceeding initial goals by more than double. Current data shows an engagement rate of 80% and conversion rates of 22.6% (lead-to-visit) and 6.9% (lead-to-lease).
Risks and Benefits:
While there were risks associated with investing in additional Business Associates, the benefits, including cost savings, bilingual support, and delegation of operations, outweighed them.
Analysis of the Improved State:
Since partnering with Uassist.ME in June 2020, RMR has significantly expanded its team, adding Reservationists, Resident Account Specialists, a Marketing Specialist, and an Executive Assistant. Currently, Uassist.ME supports RMR with 23 full-time Business Associates, leading to substantial growth within the organization.
Conclusion:
The partnership between RMR and Uassist.ME has not only overcome significant challenges but also enhanced real estate customer service management, resulting in remarkable performance and sustained success.
By leveraging Uassist.ME's expertise and capabilities, RMR has transformed its operations, achieved impressive results, and positioned itself for continued success in the competitive real estate market.
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