Challenges
With 54 rental complexes and over 4,500 apartments to manage between Quebec City and Montreal, the company was facing a logistical nightmare: a constant flow of calls, especially outside of business hours. These calls came from tenants dealing with situations ranging from urgent water leaks to unexpected electrical issues, requiring quick and precise responses.
Despite having a field team ready to intervene, there was a missing piece in their organization: a point of contact capable of sorting, validating, and directing each request efficiently. They needed a partner capable of:
- Answering calls at any time to eliminate frustrations related to wait times.
- Filtering real emergencies from less critical requests by asking the right questions and validating the information provided by tenants.
- Directing requests to the appropriate contact with rigor and speed, while adhering to their internal procedures.
The challenge was clear: relieve pressure on the internal team while ensuring impeccable service quality to maintain tenant trust.
Solutions
To address the challenge of tenant calls and provide flawless service, Soluvox deployed a customized solution for Groupe Laberge: a call handling service combined with an emergency line available 24/7. This collaboration transformed each interaction into a smooth and reassuring experience while easing the burden on Groupe Laberge’s field team.
At the heart of this solution is a proprietary software specially designed to efficiently manage the volume and complexity of calls. This high-performing system:
- Eliminates message-taking errors with strict protocols, ensuring that every crucial piece of information is captured accurately by the receptionists.
- Identifies the type of call to automatically apply the appropriate procedure.
- For urgent calls: the on-call person is immediately contacted for a swift intervention.
- For non-urgent calls: a clear and detailed message is emailed to the administrative team for follow-up once the offices reopen.
Thanks to this organization, Soluvox has become the natural extension of Groupe Laberge’s professionalism, embodying their mission to provide living and working spaces where serenity and well-being prevail. Available at all hours, Soluvox agents respond courteously and efficiently to tenants, ensuring a continuity of service that reflects the company’s excellence and values.
Results
Thanks to the solution implemented by Soluvox, Groupe Laberge was able to significantly improve the management of tenant calls outside of business hours. Urgent interventions are now handled quickly, minimizing the impact on tenants, while non-priority requests are organized with precision for effective follow-up.
The result: an enhanced tenant experience and optimized management of internal resources.