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? Canadas largest residential landlord Close to 40,000 residential apartment units in Canada and Dublin Ireland
Using Technology to Evolve Customer Service
Trish MacPherson - Executive Vice President, Operations
landlord
apartment units in Canada and Dublin Ireland
team that responds to all
explore if a creation of a contact centre could improve customer service
CAPRENT.COM
CAPREIT is a Real Estate Investment Trust, however front-facing business is Property Management
Why VOIP?
VoIP (voice over IP) is a set
manage the delivery of voice information over the Internet.
Call Reports had immediate impact
Why CRM?
inquiries CAPREIT receives monthly
link to book appointment, or list of nearby properties with vacancy
available
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
customers, assisting in customer retention and driving sales growth.
Reporting includes Ad source metrics and Leads per Community
w w w . y o u r w e b s i t e h e r e . c o m
Our next evolution includes an integration between our VOIP system and CRM
answers the call
central team in real time
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
T.Macpherson@capreit.net CAPRENT.com