Evolve Customer Service Trish MacPherson - Executive Vice President, - PowerPoint PPT Presentation

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

STEP 1 VOIP Why VOIP? • Segregate prospect and tenant calls VoIP (voice over IP) is a set of facilities used to • Call Reports manage the delivery of • Centralized Phone System Management voice information over the • Ability to integrate phone system with Internet. other platforms

Call Reports had immediate impact

STEP 2 CRM Why CRM? • Create a customer-centric environment • Introduce automation for the 25k email Customer relationship management (CRM) is a term that refers to practices, strategies and inquiries CAPREIT receives monthly technologies that companies use to manage • Add responsive features like availability, and analyze customer interactions and data link to book appointment, or list of throughout the customer lifecycle, with the goal nearby properties with vacancy of improving business relationships with • Detailed live reports are readily customers, assisting in customer retention and driving sales growth. available

Reporting includes Ad source metrics and Leads per Community

STEP 3 w w w . y o u r w e b s i t e h e r e . c o m 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 As we work to continuously evolve the platform, our near-term initiatives include: Service Tenant Online Mobile Marketing Request Portal Rental Apps Automation System Application • Campaigns • Social Listening

THANK YOU T.Macpherson@capreit.net CAPRENT.com