About Client:
A leading real estate management company with a diverse residential and
commercial portfolio, operating across regions and managing property
maintenance, tenant relations, leasing, and sales.
Background:
For years, the company relied on a patchwork of legacy systems to manage
customer interactions. Their primary CRM was basic, outdated, and lacked
integration capabilities. Most critically, it was completely disconnected from the
company’s most important communication channel—phone calls.
Agents manually summarized conversations, often inconsistently, and much of the
valuable context from these calls was lost. This not only created inefficiencies but
also meant that the organization had no structured way of understanding recurring
issues, customer sentiment, or opportunities for improvement.
Challenge:
The fragmented systems and manual workflows led to four major challenges:
- No Actionable Insights from Calls: With no way to analyze call data, client
struggled to identify recurring issues, trends, or customer pain points. - Inefficient Agent Workflows: Agents spent significant time on note-taking,
updating multiple systems, and searching for past information. A lack of a
unified customer view prevented personalized service. - Unstructured Data as a Roadblock: Thousands of hours of call transcripts
remained trapped as unstructured data. This prevented the business from
leveraging insights for better processes or proactive service. - Poor Customer Experience: Customers often repeated information because
agents lacked context. This inconsistency led to frustration and eroded trust.
