Dominium Converts Missed Calls to New Leases
Company Size
1,000+
Region
- America
Country
- United States
Product
- Leasing Center
Tech Stack
- Lead Management System
Implementation Scale
- Pilot projects
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Revenue Growth
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Functions
- Facility Management
Use Cases
- Remote Asset Management
Services
- System Integration
About The Customer
Dominium Management Services is a property management company headquartered in Plymouth, MN. They manage 197 properties and 21,875 units across 19 states in the Midwest and the South. Their portfolio includes conventional, affordable, and senior housing. Dominium is committed to creating operational efficiencies and providing better service to prospects and residents. They have engaged several call answering, call management, and call tracking vendors to serve about 55 properties across their portfolio. Always looking for opportunities to reduce costs and improve service, Dominium decided to test Property Solutions’ Leasing Center service early this year.
The Challenge
Dominium Management Services, headquartered in Plymouth, MN, manages 197 properties and 21,875 units across 19 states in the Midwest and the South. Their portfolio includes conventional, affordable, and senior housing. To create operational efficiencies and provide better service to prospects and residents, Dominium engaged several call answering, call management, and call tracking vendors for about 55 properties. However, they were always looking for opportunities to reduce costs and improve service. Early this year, Dominium decided to test Property Solutions’ Leasing Center service. The goal was to ensure no lead opportunity was lost due to missed calls or poor service. They aimed to keep service levels high and offer every caller the information they needed on the first call. Dominium also set up metrics to evaluate costs per lead and cost per appointment compared to their existing services.
The Solution
Dominium began a pilot program with Leasing Center in January 2013, introducing the service across 10 properties, serving a total of 1369 units. For the pilot, Leasing Center agents handled all calls after business hours, 24 hours a day, and picked up any unanswered calls during business hours. Leasing Center agents had access to property and unit information to handle basic requests on property details and unit availability. They were integrated into Dominium’s lead management system, allowing them to schedule appointments with prospects and follow up on previous inquiries. Leasing Center agents could expedite maintenance requests for residents and had access to emergency protocols, enabling them to efficiently escalate calls for after-hours lockouts and other resident emergencies.
Operational Impact
Quantitative Benefit
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