Using Technology to Evolve Customer ... - Real Estate Forums · Customer relationship management...
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Using Technology to Evolve Customer Service Trish MacPherson - Executive Vice President, Operations
Transcript of Using Technology to Evolve Customer ... - Real Estate Forums · Customer relationship management...
Using Technology to Evolve Customer Service
Trish MacPherson - Executive Vice President, Operations
WHAT IS CAPREIT? • Canada’s largest residential
landlord
• Close to 40,000 residential
apartment units in Canada
and Dublin Ireland
• 225+ rental offices
• Head Office Inside Sales
team that responds to all
online inquiries
• CAPREIT wanted to
explore if a creation of a
contact centre could
improve customer
service
CAPREIT
Suite Counts
Across Canada
CAPRENT.COM
CAPREIT is a Real Estate Investment Trust, however front-facing business is Property Management
Why VOIP?
• Segregate prospect and tenant calls • Call Reports • Centralized Phone System Management • Ability to integrate phone system with
other platforms
STEP 1
VOIP
VoIP (voice over IP) is a set of facilities used to manage the delivery of voice information over the Internet.
Call Reports had immediate impact
Why CRM?
• Create a customer-centric environment • Introduce automation for the 25k email
inquiries CAPREIT receives monthly • Add responsive features like availability,
link to book appointment, or list of nearby properties with vacancy
• Detailed live reports are readily available
STEP 2 CRM
Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.
Reporting includes Ad source metrics and Leads per Community
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STEP 3
VOIP - CRM INTEGRATION
Our next evolution includes an integration between our VOIP system and CRM
• Calls create records • Customized experience no matter who
answers the call • We can manage call routing to the
central team in real time
Moving Forward
Service Request System
As we work to continuously evolve the platform, our near-term initiatives include:
Tenant Portal
Online Rental
Application
Mobile Apps
Marketing Automation
• Campaigns • Social Listening
