A Custom-Built Service Solution for a Property Management Company

A Custom-Built Service Solution for a Property Management Company

Client Success Snapshot

Client Profile:

  • Overview: A property management company
  • Industry: Real Estate
  • Team Size: 350
  • Annual Revenue: US$ 75 million
  • Headquarters: Gaithersburg, MD
  • Markets: USA

The Challenge

The company approached Gerent to build a user-friendly, self-serve customer portal to do away with the clunky legacy process it previously had in place. Its clients could not submit maintenance requests, monitor their statuses, or view maintenance history online.

Gerent's Approach

Gerent spearheaded a highly customized solution to meet the client's needs using Salesforce's Experience Cloud platform and Doc Link (to display documents). We custom-built the property manager a login page that was efficient and extremely user-friendly — this was a priority for the client, as they wanted to increase customer adoption.

Key Outcomes

Now, the company's new, user-friendly self-service portal effectively encouraged more customers to sign up, sky-rocketing customer adoption. Gerent reduced the time it took for clients to submit a service request and pay invoices, elevating the customer experience. Users also gained deeper insight into the status of service requests, which eliminated countless phone calls and emails.

Client Success Story

A well-known property management company that provides contract maintenance services to the Gaithersburg area wanted to elevate its customer service. It provides heating and cooling, electric, and general maintenance services to condo associations, apartment owners, and homeowners. After seeing Gerent’s proof of concept and a few baseline pages, the organization decided to pursue a Salesforce implementation.

A Clunky Legacy Process

The company approached Gerent to build a user-friendly, self-serve customer portal to do away with the clunky legacy process it previously had in place. Its clients could not submit maintenance requests, monitor maintenance statuses, or view maintenance history online. To submit a maintenance request, clients had to fill out a physical form, book an appointment, send an email — and then make phone calls to monitor their statuses. Further, the payment process was not automated, and customers needed to call the office or send a cheque to pay invoices. These were long and cumbersome processes that wasted a considerable amount of the management company's time.

Spearheading Custom Solutions

Gerent spearheaded a highly customized solution to meet the client's needs using Salesforce's Experience Cloud platform and Doc Link (to display documents). First, we custom-built the property manager a login page that was efficient and extremely user-friendly — this was a priority for the client, as they wanted to increase customer adoption. We then created an automated online service request process that allows customers to painlessly submit requests in minutes. We ensured the service request form was pre-populated to minimize redundant data entry and provide better, faster service. We also built a simple request consultation form and a hub where customers can access service request history, paid invoice history, upcoming service appointments, and outstanding invoices.

Next, Gerent implemented automated appointment confirmation emails once clients' requests were approved, alleviating the administrative burden of sending emails manually. Next, Gerent upgraded the company's payment process by implementing Pay Fabric, an efficient payment gateway solution. Customers can pay for services through the customer portal with just a few clicks, as their credit card information can be stored for faster check-out. To add, all portal functionality was mobile-friendly, allowing customers to access the portal anytime, from anywhere. 

Gerent curated a highly customized, outside-of-the-box solution based on the company’s unique requirements — as it did not use Salesforce to manage its business. Since the organization did not use native Salesforce screens, everything was custom-built; the service request form was not built in Salesforce but pulled in through the platform. We also relayed customer-facing data to the organization's back-end system to ensure a seamless flow of information.


Bringing Goals to Fruition

In the end, the client was tremendously pleased — they felt there was nothing we could not do. Our custom-built pages, the aesthetic, and overall functionality of the implementation perfectly aligned with the organization's goals. We also provided the tools needed for the implementation's long-term success by working in lock-step with key stakeholders and providing hands-on guidance. 

The company's new, user-friendly self-service portal effectively encourages more customers to sign up, sky-rocketing customer adoption. Gerent reduced the time it took for clients to submit a service request and pay invoices, elevating the customer experience. Users gained deeper insight into the status of service requests, which eliminated countless phone calls and emails, saving the company time and allowing employees to turn their attention to other matters.

Contact Gerent today to find out how we can help your business achieve its ideal future state!

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