Challenge: limited incoming communication and unilingual service
Before @liveconx overhauled CAPREIT’s communications, there was no service provided to take care of their residents’ service requests and inquiries after hours. As a nationwide company – spanning from Vancouver to Halifax – it was important that tenants were provided the services they needed, regardless of which time zone they were in.
Jose Rivera, Senior Manager of Marketing, remarked, “We wanted to make sure that our residents had an outlet that they could turn to at any time. Whether it’s two o’clock in the morning, whether it’s Toronto or BC, it shouldn’t matter.” It was essential to make the managers aware of issues within their building.
A key matter to consider was the addition of bilingual services, as CAPREIT owns several properties in Quebec. A high level of service needed to be available in both English and French.
Solution: @liveconx’s communication services
@liveconx’s 24 hour, seven day a week support, and bilingual services play critical roles in CAPREIT’s business. Being available at any time and crossing language barriers ensured tenants could have a sounding board to voice their concerns and know they were being heard, which in turn helped increase customer satisfaction.
“@liveconx added value to our residents.”
Working in both official languages
Bilingual services were the major point of contention for potential providers when CAPREIT was shopping around. There are few companies that offer the services @liveconx does, as most call centres are only regionally focused. Since CAPREIT is spread across Canada, splitting services across providers was not an ideal solution.
Jose Rivera stated, “One of our concerns was could you be bilingual? Can you accommodate the time zones? @liveconx can accommodate all of our needs in that sense.” @liveconx was able to tick all of the right boxes for CAPREIT’s needs.
Quicker and dynamic problem resolution
Communication for the tenants was the second issue that needed to be sorted. CAPREIT always had an emergency line, but only for true emergencies. They wanted to explore more contact options for their residents.
@liveconx has enabled communications 24 hours a day, seven days a week, 365 days a year. They provide faster response times for tenants, elevate the lines of communication, and allow the site staff to focus on core operations. 100% of the calls made received a follow up call to ensure the issue had been resolved. For those not resolved, 100% were sent to the executive management in Toronto, no matter where the building was located. Many tenants now use the phone to voice problems or concerns, as opposed to seeking out the building manager.
“@liveconx has enabled us to track the statistics of our calls as well. Something we never had the luxury of doing before. We can now see that of the total calls received since we began using their service, 57% were escalated to managers, 26% were escalated from managers to the executive branch, and 56% of our calls were supported in French. All this information is extremely helpful as it allows us to better understand and serve our tenants needs in the future.”
@liveconx has been able to tackle all the problems thrown at them and has done it so well that the residents are unaware that an outside company is taking care of them. @liveconx has been able to adapt to the needs of CAPREIT and the residents, customizing their approach to calls and following up after the initial call. @liveconx has been able to accommodate the client’s needs every step of the way ensuring that both the client and the residents are happy.
“Communications can be a big pitfall in property management. @liveconx has been the key for assisting and effectively communicating.”
