Introduction
RMR Residential, a leading U.S. real estate investment and property management company, needed to improve occupancy rates and streamline leasing operations across a diverse property portfolio. Since engaging Uassist.ME in 2020, they’ve experienced measurable improvements in engagement, lead conversion, and operational efficiency—all while navigating an unpredictable real estate market.
Client Profile
- Industry: Real Estate Investment & Property Management
- Revenue: $907.8 million
- U.S. Reach: National
- Team Supported: 50+ employees
- Years of Collaboration: 5+ years
- Current FTEs from Uassist.ME: 25 associates
- Channels: Phone, Chat, Email
- Tech Stack: Funnel, FreshDesk, Yardi
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Compliance: Fair Housing Standards
Challenges
RMR Residential faced a growing challenge: maintaining healthy occupancy rates while managing a high volume of leasing inquiries. What made this more complex was the shifting nature of the real estate market driven by economic conditions, regional demand, and seasonal fluctuations. They needed a scalable and flexible support solution that could adapt quickly without compromising customer experience.
Solutions Delivered by Uassist.ME
- Customer Interaction Excellence
Bilingual reservationists were onboarded to handle calls, chats, and emails, ensuring rapid, accurate responses to leasing inquiries and community questions. - Technology Integration Support
We facilitated the successful migration to Funnel CRM and supported the deployment of “Amelia,” an AI-powered IVR system that streamlined lead routing and enhanced the user experience. - Performance Optimization & Customization
From the start, we adapted our workflows to reflect RMR Residential’s internal systems. Customized call scripts, a performance-based bonus model, and regular quality audits ensured consistency and continuous improvement across all properties.
What Started Small, Scaled Seamlessly
What began as a small support team gradually scaled in step with RMR Residential’s evolving operational needs without compromising on service quality. With dedicated supervisors assigned to distinct properties and hands-on involvement in lead management and resident communication, our solution was built to grow with them.
Results
- Lead-to-Visit Conversion Rate: 23.28% (surpassing the 17% goal)
- Lead-to-Lease Conversion Rate: 6.9% (above the 5.4% benchmark)
- Engagement Rate: 80% (on par with the 70–80% benchmark)
- Labor Cost Savings: 50% vs. U.S.-based employees
Why It Works
With strong oversight, bilingual agents, and tech-backed workflows, Uassist.ME helped RMR Residential streamline customer engagement, improve conversion rates, and reduce operational costs. Our team’s ability to align with RMR Residential’s systems and scale responsively proved essential for long-term growth.
At the end of the day, our role goes beyond operations—we’re proud to support RMR Residential’s vision of creating communities where residents feel truly at home.
