ESA Property Ltd
Case Study
Overview
ESA Property Ltd is a property management company. Their main aim was to reduce staff time spent on the phone and streamline their business processes.
Challanges
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Highly regulated industry - Chat bots had to be designed to give Compliant advice all the time.
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High Volume of Tenant enquiries.
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High volume of cancelations and last minuite appointment changes for viewers.
Solutions
To ensure compliance we programmed the chat bot to always reference the most upto date legislation. In addition to a number of professional bodies codes of practice within the industry.
To deal with the high volume of cancellations for viewings an no shows we re-designed the standard booking workflow to include enhanced confirmation from prospective viewers and automatic calendar reshuffling once appointments are cancelled so staff do not have ‘dead spots’ between appointments.To ensure compliance we programmed the chat bot to always reference the most upto date legislation. In addition to a number of professional bodies codes of practice within the industry. To deal with the high volume of cancellations for viewings an no shows we re-designed the standard booking workflow to include enhanced confirmation from prospective viewers and automatic calendar reshuffling once appointments are cancelled so staff do not have ‘dead spots’ between appointments.
Results
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24/7 availabiity for tenant advice
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Significant reduction in number of phone calls received by the office.
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Staff are more productive with optimised calendars.